Descripción de la Oferta

Description

The position will provide quality assurance and reporting support to the HR Direct Dial Call Center. Reporting to the HR Direct Dial Supervisor, the Quality Assurance Coordinator (QAC) will be providing a variety of duties relating to call quality and production management. This position requires a high level of organization, with the ability to prioritize and manage multiple tasks in order to meet deadlines. The QAC must have the ability to analyze data, identify training/coaching needs, and provide call queue monitoring. The QAC is also responsible for leading our training program for Customer Service Representatives and contractors, as well as compiling and distributing various types of reports.


Principle Accountabilities:
•Quality Assurance: Provides weekly evaluations of calls, tickets and e-mails for each Customer Service Representative (CSR). Conducts weekly coaching sessions with each CSR. Compiles and distributes CSR scorecards and other reporting on a weekly basis.
•Knowledge Database: Evaluates the appropriate means of communicating the new and/or changing processes/policies. Creates solutions for the CSR's to resolve customer questions/concerns/issues.
•Call Queue Monitoring: Monitor incoming call and activity; manage resources to the needs and provide real-time administration.
•Learning and Development: Responsible for planning and documentation of training program for HR Direct Dial. Provides new hire, refresher and new process/policy training. Procedural documentation and maintain training manual.
•HR Direct Dial Support: Engage with HR Direct Dial Supervisor and Team Lead in strategic planning. Serve as back up to Supervisor and Team Lead when necessary.

Qualifications

Requirements:
•Bachelor's degree OR 2+ years of customer service, quality assurance or human resources work experience
•Proficiency in Microsoft Outlook, Word, Access, Excel, and PowerPoint
•Fluency in English and Spanish
•1 or more years of staff development, quality monitoring and feedback
•Demonstrated willingness to challenge the status quo and promote change
•Fluent in written and verbal communication for English, and Spanish
•Ability to build effective relationships with all levels of the organization
•Strong customer focus and service orientation
•Must foster an atmosphere of collaboration and trust
•Demonstrated track record in taking initiative, working independently and handling multiple priorities simultaneously
•Proven problem solving skills
•Previous HR, benefits, or payroll experience
•Computer proficiency with Excel, PowerPoint, and Word
•PeopleSoft experience
•Reporting and analysis experience
•Experience with call recording systems



Preferred Qualifications:
•Previous HR, benefits, or payroll experience
•Computer proficiency with Excel, PowerPoint, and Word
•PeopleSoft experience
•Reporting and analysis experience
•Experience with call recording system

Experiencia Requerida

Educación Superior

Lenguajes