Home > Brooklyn jobs > Brooklyn miscellaneous jobs

Posted: Saturday, February 3, 2018 3:00 PM

Morgan & Morgan, P.A. is seeking a highly proactive, experienced call center Quality Assurance Specialist. The QA Specialist will work out of our firm's modern technology headquarters in Sunset Park, Brooklyn. This role will oversee all QA initiatives for 20-30 representatives, senior representatives, and case processing.
Regular responsibilities for this role are:
+ Monitor call and screen recordings to ensure call center representatives are adhering to the Morgan & Morgan, P.A. quality guidelines.
+ Score calls in Zoom for representatives weekly to ensure development and consistency.
+ Analyze and report upon common trends and challenges.
+ Recommend changes to training, policies, and procedures.
+ Ensure calibration among QA and all support staff members.
+ Help develop training initiatives to improve call quality team-wide.
+ Develop and update training materials as necessary.
+ Regularly hold coaching sessions with call center representatives.
+ Develop quality-based performance improvement plans and follow up with representatives according to their defined improvement schedule.
+ 1+ years in a monitoring role in a call center environment
+ 3+ years call center experience
+ High school diploma or higher
+ Excellent customer services skills
+ Ability to work independently with little or no instruction
+ Advanced writing and communication skills
+ Experience building training materials and using PowerPoint and LMS
+ Ability to effectively coach call center representatives on customer service initiatives, policies, and procedures
+ Capability to learn new material quickly
+ Ability to meet regular deadlines
Preferred Skills (not required):
+ Experience using Zoom and Litmos (LMS)
+ Proficiency with Salesforce CRM (or a similar CRM)
+ Bi-lingual (Fluency in Spanish)
Morgan & Morgan, P.A. offers a comprehensive benefits package including PTO/Sick Leave, health/dental/vision insurance plans, and commuter benefits.
Associated topics: performance test, process, prevention, qa, quality assurance, quality assurance engineer, software quality assurance engineer, test, test engineer, tester


• Location: Brooklyn

• Post ID: 157630167 brooklyn is an interactive computer service that enables access by multiple users and should not be treated as the publisher or speaker of any information provided by another information content provider. © 2018