Description of Service Lines: Results' current client portfolio consists of 82 Partners across various industries inclusive of the following:
• Healthcare
• Insurance
• Wireless Telecommunications
• Financial Services
• Energy
• Education
• Subscriber Based Entertainment
• Tax Services
• Retail
• Cable/MSO
Vision Statement
Our vision is to be the premier global Customer Experience Provider for Fortune 500 companies; to become the benchmark for brand advocacy and service excellence and the transparent provider of choice for customers around the world.
Driven by our "expect greater" commitment to our customers and communities, we aspire to exceed expectations through the brilliance and unyielding passion of our people.
The Company is an equal opportunity and affirmative action employer and will consider all qualified applicants without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status or any other protected factors under federal, state or local law.
Position Overview
The Quality Performance Associate provides expert observations and data on the performance of Results' Associates against client's quality and customer experience requirements.
Duties and Responsibilities
- Supplies meaningful, trended behavioral observations to assist operations and training in continually advancing Results service offering
- Evaluates, documents and analyzes calls through automated recording system to identify employee performance, call center trends and to determine customer satisfaction levels
- Participates actively in calibration sessions
- Communicates with Operation Supervisors regarding employee performance
- Provides on-call support and exceptional customer service
- Acts as an expert in the line of business assigned
Qualifications
- Exceptional time management, listening and analytical skills
- Strong product knowledge
- Good understanding of customer care expectations, quality and verifications guidelines
- Proficient with Windows and Microsoft Office products
- Proficient and effective English verbal and written communication skills
- Ability to work well independently or in a team environment
- Strong typing skills
- Schedule flexibility
- Excellent organizational, interpersonal and time management skills
- Ability to work in a fast paced, deadline-oriented environment
Preferred
- At least 6 months tenure as Results Associate with good metrics (QA & CSAT scores)
- Experience in similar positions
- Strong knowledge of customer care processes and techniques
- Extensive knowledge of Customer Care Expectations & Quality Guidelines
- Strong software skills and QA tools: SharePoint, Formstack, CSI/VLauncher, Zero Variance, Hyper Quality, and TPG
The Results Companies is an Equal Opportunity Employer M/F/Vets/Disability