JOB SUMMARY

This position is responsible for assessing the quality of the performance of our call center associates who deal with our existing and potential customers. The QA will monitor inbound and outbound call and email responses to assess associate’s demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures. This individual will assist in developing, creating, and implementing call center quality processes and procedures; as well as making recommendation for enhancements to training materials as needed to enhance the overall DEX Imaging customer’s experience.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Participates in design of call monitoring formats and quality standards.
• Performs call monitoring and provides trend data to site management team.
• Uses quality monitoring data management system to compile and track performance at team and individual level.
• Performs monitors of customer care email responses.
• Participates in customer and client listening programs to identify customer needs and expectations.
• Provides actionable data to various internal support groups as needed.
• Coordinates and facilitates call calibration sessions for call center staff.
• Provides feedback to call center team leaders and managers.
• Prepares and analyzes internal and external quality reports for management staff review.
• Perform other duties as assigned.

MANAGEMENT AND SUPERVISORY RESPONSIBILITY

• Typically reports to Director of Call Center Services  
• Job is not directly responsible for managing other employees (e.g., hiring/termination and/pay decisions, performance management).

JOB QUALIFICATIONS

KNOWLEDGE REQUIREMENTS

• To perform this job successfully, an individual must be proficient with Microsoft Office (intermediate Word, basic Excel).
• Proven customer service skills, self-motivator, quality first mentality, and time management skills.
• Completes additional tasks and assignments as requested by Call Center Management.

EDUCATION AND EXPERIENCE REQUIREMENTS

• 2 – 3 years Call Center experience. 
• Associate degree (A. A.) or equivalent from two-year college or technical school.
• Six months to one-year related experience and/or training; or equivalent combination of education and experience.  Bilingual is a plus. 

WORKING CONDITIONS

• Regular business hours. Some additional hours may be required.
• Travel requirements: Domestic: Up to 20%
• Climate controlled office environment during normal business hours.

PHYSICAL REQUIREMENTS

Sitting

Up to 7 hour(s) a day

Lifting

Up to .5 hour(s) a day, up to 50lbs max. ^

Walking

Up to 2 hour(s) a day

Pushing/ Pulling

Up to .5 hour(s) a day, up to 50lbs max. ^

Standing

Up to 4 hour(s) a day

Climbing

Up to .5 hour(s) a day

Bending/ Squatting/Stooping

Up to 1 hour(s) a day

Stairs

Up to .5 hour(s) a day

Reaching

Up to 2 hour(s) a day

Ladder

Will not apply generally

Balancing

Will not apply generally

Step stool

Will not apply generally

Twisting

Up to 1 hour(s) a day

Excessive heat exposure

Will not apply generally

Crawling

Will not apply generally

Excessive cold exposure

Will not apply generally

Hands in water

Will not apply generally

Dust exposure

Will not apply generally

Kneeling

Up to 1 hour(s) a day

Lound noise exposure

Will not apply generally

Data Entry/Typing

Up to 4 hour(s) a day

Humidity exposure

Will not apply generally

Unusual hearting or vison demands: None Specified

^Other physical demands or notes: Employees should not attempt to lift pull or push a load excess of 50lbs without assistance. Care should always be taken when lifting, punching, or pulling in an awkward position.