Call center- Quality Specialist. Job at eTeam Inc in Chandler

Title : Quality Specialist-ECW

Location : Experience Center West (Chandler, AZ)

Schedule : Must be local as candidate will be needed to work on-site on a Hybrid schedule a couple days per month.

• Potential on Wednesday and Thursday.
• Subject to change based on business needs.

Current Hours : Monday - Friday 7AM - 5PM (shifts must be between these hours). Candidate needs to be available to work OT during the week or on weekends.

Education - Minimum High School diploma.

Job Description : Quality Specialists review the quality and accuracy of work functions performed by call center team members within client call centers and external business partners. Observations are used to develop performance trends and identify performance gaps. Monitoring may also identify internal process improvement opportunities and validate improvements implemented.

Essential Job Functions :

• Evaluate and verify the quality and accuracy of assigned telephone and clerical work to support high-quality customer contacts and work processing tasks.
• Attend assigned calibrations to ensure consistency in monitoring processes, procedures, job knowledge, and scoring.
• Use recording/monitoring applications to compile data and generate reports supporting business goals.
• Work collaboratively with team members.
• Meet performance expectations regularly.
• Maintain strong written communication skills.
• Demonstrate strong attention to detail and organizational skills.
• Have knowledge of Microsoft Office applications (Word, Excel, etc.).
• Apply concepts effectively in ambiguous situations.
• Maintain regular and predictable attendance to support team and business objectives.
• Work flexible hours, including day, evening, and weekends.
• Be punctual, adhere to break and lunch schedules, and leave work areas after scheduled hours.

Additional Requirements :

• Must have a functional high-speed internet connection for remote work.
• Role involves phone evaluations, sales, back-office tasks, and ensuring customer interactions are not impacted by listening to calls and verifying process adherence.
• Bilingual in Spanish is required.
• Validate transactional data and perform quality assurance.
• Must be a critical thinker.

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