Quality Assurance Specialist II

Overview

The Quality Assurance Specialist II is responsible for monitoring and documenting Agent I & II communication quality in support of the departmental quality goals and initiatives. The Quality Assurance Specialist II evaluates both verbal and written customer contact by Agents. They will fairly and consistently review the calls, case documentation and emails of Product Support Agents for accuracy. This Specialist II will also be responsible for coaching agents for success in executing superior service and quality to our customers. They will document call quality results, provide feedback and trend data, to the Product Support Supervisors and Manager as required and coach each Agent for success in executing superior service and quality for our customers.

Responsibilities

• Ensure that Product Support Agents are delivering a high level of customer service within Product Support guidelines.
• Monitor Product Support Agent calls for accuracy of information and adherence to call handling standards.
• Verify that agents are providing accurate solutions to customers and documenting correctly in the CRM system.
• Review outgoing communication sent to customers for accuracy and quality standards.
• Verify that agents are providing accurate solutions to customers.
• Record evaluations utilizing departmental quality monitoring forms.
• Deliver coaching feedback to agents on call and email performance.
• Offer ideas in the improvement of quality monitoring forms and quality standards.
• Provide Supervisors and the Manager with regular proactive performance feedback on the agents.
• Assist with quarterly CSAT program by working with the Salesforce administrators on the delivery of surveys and then evaluating customer feedback received for Product Support Agents.
• Prepares and analyzes quality reports for Management review.
• Primarily in-office support of clients and support agents, with some travel as needed.
  
  

Qualifications

• Bachelor's degree or equivalent combination of education and experience.
• 1 year of experience as a Product Support Agent.
• Strong knowledge of customer care processes and techniques with excellent attention to detail.
• Proven ability to achieve and maintain departmental goals.
• Professional demeanor, dependable and able to maintain confidential information.
• Strong verbal and written communication skills including excellent grammar, spelling, and sentence construction.
• Exceptional analytical, listening, leadership and interpersonal communication skills with a proven ability to coach and mentor others. Must communicate effectively with agents, management, internal departments and clients.
• Proficient in MS Office applications (Word, Outlook, PowerPoint, and Excel).
• Demonstrated ability to rapidly gain product knowledge and effectively communicate it to agents.
• Demonstrated ability to train and develop new and existing Support agents.
• Flexible, detailed, and able to successfully adapt to change. Ability to work independently.
• Ability to work extended hours as needed.
• Ability to sit or stand for extended periods of time.
  
  

Preferred Qualifications

• 2 years of experience performing Quality Assurance in a call center environment.
• 1 year of experience in QA role within RealPage Product Support.
• Experience developing and implementing QA programs.
• Experience with one on one coaching and/or training.
• Experience in helping create and implement agent development/action plans.