Contact center quality service administrator

The Quality Service Administrator assists in all aspects of ensuring quality service delivery within the Contact Center at Goodwill of the Finger Lakes. The Contact Center operates many different hotlines and related information & referral and customer service contracts. The primary role of the Quality Service Administrator is to perform duties that include: assistance implementing and reporting on Quality Assurance measures, contract reporting, staff training, and community outreach. This position also requires the ability to act as a Unit Lead, as needed.

Subscribes to and promotes Goodwill of the Finger Lakes’ mission, vision, and guiding principles. Functions as an active Contact Center team member to achieve organization and department goals.

Competencies needed to be successful in this role include: approachability, empathy, functional/technical skills, integrity & trust, learning on the fly, listening, process management, self development, standing alone, and time management.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

1. Performs phone quality reviews; monitors inbound and/or outbound calls to analyze and evaluate customer service skills against established phone quality metrics, including but not limited, to call process measurements, accuracy of information provided, tone of employee, effective call management, and demonstrated professionalism using a proprietary Call Scorecard System.
2. Documents quality issues and performance measures for contract management review; analyzes results and recurring trends; provides feedback to management concerning these findings.
3. Provides feedback to employees to offer positive reinforcement and drive continuous improvement.
4. Demonstrates, advocates, and reinforces a positive team environment, professionalism, and the need to present a positive image of the organization when interacting with customers.
5. Participate in and facilitate calibrations providing feedback in a concise and constructive manner.
6. Complete quality projects designed to measure business compliance with certain regulatory requirements as needed.
7. Provides a leadership role within the Contact Center, assisting with supervision of contact center activity and coverage as needed.

QUALIFICATION REQUIREMENTS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Must have the aptitude and ability to research, gather, and analyze information about contracts within the Contact Center. Requires analytical skills; requires ability to edit and proofread accordingly.
• Working knowledge with Microsoft Office Applications (Outlook, Excel, and Word).
• Motivated self-starter with solid organizational skills, strong listening, verbal, and written skills.
• Passion for working in a fast-paced environment, with the ability to adapt quickly to change.
• An exemplary work ethic, a “get it done” attitude and high personal accountability.
• Strong organizational and prioritization skills, with a proven ability to manage multiple projects and deadlines effectively.
• Ability to maintain objectivity and lack bias in evaluations.
• Proven ability to exceed customer service standards.

EDUCATION and/or EXPERIENCE:

Associates degree or an equivalent combination of education and 2 to 3 years of call center experience.

TECHNICAL SKILLS:

Must have a working knowledge of computers and data management including Microsoft Word and Excel. Knowledge of Microsoft Access a plus. Familiarity with e-mail programs, internet browsers, and internet search engines required.

LANGUAGE SKILLS:

Able to write reports, business correspondence, and procedural manuals. Ability to effectively present information and respond to questions from employees.

REASONING ABILITY:

Requires the ability to work independently, including the ability to set priorities and focus on critical activities. Requires ability to review & edit call monitoring call sheets. A commitment to work in a team environment.

OTHER SKILLS AND ABILITIES:

• Flexible and able to respond to change while adapting style and maintaining a positive attitude.
• Self-directed to take initiative in follow-up and resolution of daily issues.
• Excellent interpersonal skills: Diplomatic, team oriented approach.
• Innovative, forward thinker – able to think outside the box.
• Familiar with adaptive technology (JAWS and/or Magic).
• Must have strong oral and written communication skills.
• Ability to work and operate under pressure, multi-task, and effectively set priorities.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit for extended periods of time and to work extensively with computers. Must be able to utilize a telephone software platform and manipulate a keyboard for a full eight hours per day. The employee must be able to communicate effectively.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the work environment is usually low to moderate.