| Company profile |
| A contact center providing customer service solutions for a variety of companies including telecommunications, travel, leisure, finance and many others. |
| Job details | |
| Job industry : | Telecom/IT-Hardware/Tech. Staff/Support |
| Job segment : | Technical Staff/Support |
| Job role : | Customer Support Engnr/Technician |
| Position vacant : | Quality Assurance (QA) Specialist (333569) |
| Job location : | Danville, Virginia |
| Job code : | 183982 |
| Job details | |
| Company name : | Telvista, Inc. |
| Minimum experience : | 1 years |
| Maximum experience : | 2 years |
| Job type : | Permanent |
| Gross pay : | 0 Yearly |
| Job posted : | Jun 12, 2008 |
| Job view count : | 155 |
| Job description | |
| Job description: | Job Summary: Monitors contact center employee-customer interactions to evaluate quality, identify trends and provide feedback.
Duties and Responsibilities include the following. Other duties may be assigned. - Monitors and coaches contact center customer-contact employees per client contract requirements and Telvista standards. - Collects and analyze quality data to identify issues and trends and recommend procedure or process changes. - Supports quality and customer satisfaction related projects and functions. - Facilitates/ attends client quality calibration sessions. - Facilitates/attends internal quality calibration sessions. - Consults with supervisors and managers regarding employee performance. - Identifies and recommends training needs for the employees. - Audits and reviews performance support processes. - Produces reports of monitoring and quality for Telvista management and clients. - Award quality prizes and certificates. - Supervisory Responsibilities: This position may directly or indirectly supervise up to 20 non-exempt employees. In specific cases this position may have responsibilities that include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems, in accordance with the organization"s policies and applicable laws. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions. |
| Job duties: | Qualifications: The requirements listed below are representative of the minimum knowledge, skill, and/or ability required to qualify for performing the job.
Travel: May be required for this position as business needs dictate. Computer Skills: To perform this job successfully, an individual should have proficiency in spreadsheet and presentation software. |
| Req. candidate profile : | Education and/or Experience: Associate"s degree (A. A.) or equivalent from two-year college or technical school; or two years experience in a call center with a minimum of one year of related quality or training experience or equivalent combination of education and experience. |
| How to apply : | Register to view |
| Third party mediation allowed : | No |
| Telecommute : | No |
| Travel required : | n/a |
| This job is expired. | ||||
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