Job Description
Position Summary
The Quality Assurance (QA)Specialist will enhance the competencies of individual employees by monitoring and evaluating both internal and external Call Center resources. The QA Specialist is responsible for assessing the quality and performance of our outbound call center vendor by monitoring inbound, and outbound calls to assess sentiment, technical capabilities, customer service performance, and the overall customer experience. This role will complete ongoing Quality Evaluations and have the responsibility of coaching and monitoring staff to achieve quality expectations. This individual will assist in developing and implementing quality processes and procedures as well as making recommendations for enhancements to training material as needed.
Tasks and Responsibilities
- Monitors internal and external calls to ensure quality assurance guidelines are followed
- Monitors email correspondence responses
- Performs Quality Assurance Management reporting and analysis at the individual, team, and Call Center level
- Develops, organizes, and presents detailed performance reports for both internal and external use
- Assists other areas with locating and reviewing call recordings for specific issues or concerns
- Develops or oversees the production of handouts, aids, and manuals
- Assists with reviewing reports and call recordings for our Customer Satisfaction Surveys to ensure advocates are following proper guidelines in an effort to make certain we deliver a premier customer experience
- Identifies ongoing training gaps by working closely with the Training Specialist and other stakeholders by reviewing quality audits/evaluations
- Collaborates and communicates with enterprise partners on continuous best practices, internal and external quality assurance, and training needs.
- Tracks, maintains, analyzes, and provides current information on the operation's business scorecard or key performance indicators (KPIs).
- Other duties as assigned
Qualifications, Skills and Abilities
- Bachelor's Degree Business Administration, Education, a related field preferred
- 3+ Years of quality assurance experience and/or call center experience
- APTD, CPTD, CPLP or similar certification is preferred.
- Knowledge of principles, practices, methods, and theories of monitoring and evaluating Call Center employees
- General knowledge of the practices, procedures, and principles of performance analysis (trending, root cause, and gap analysis)
- Excellent verbal, written and interpersonal communication skills
- Exceptional listening and analytical skills
- Ability to work in a fast-paced, agile environment
- Must be proficient in Microsoft Office
- Knowledge of SAP a plus
For Canadian hires: AltaGas hires personnel on the basis of job-related qualifications. All qualified applicants will receive consideration without regard to a person's ancestry, place of origin, colour, ethnic origin, citizenship, creed, sex, sexual orientation, gender identity or expression, age, record of offences, marital status, family status or disability or any other characteristic protected by applicable law.
For U.S. hires: U.S. affiliates of AltaGas are committed to equal employment opportunity and providing reasonable accommodations to applicants with physical and/or mental disabilities. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, ethnicity, religion, gender, age, national origin, marital status, sexual orientation, gender identity, family responsibilities, matriculation, physical or mental disabilities, political affiliation, genetic information, status as a protected veteran or any other characteristic protected by federal, state, or local law.
