Quality Assurance Representative - Bilingual Preferred in Hoffman Estates, IL at Sears Member Services Organization

Date Posted: 10/18/2019

Job Snapshot

  • Employee Type:
  • Location:
    3333 Beverly Road
    Hoffman Estates, IL
  • Date Posted:
  • Job ID:

Job Description

Req/Job ID: 988168BR
Employing Entity: Transform SR LLC
Employment Category: Regular, Full-time
Job Function: Call Center
Store ID: 49090: MSO-Hoffman Estates

The Quality Assurance Specialist is responsible for coordinating the internal monitoring and scoring of Customer Service Associates in assigned business utilizing the call recording application. Administrative functions include setting up and maintaining scoring workbooks, identifying trends, providing clear and detailed coaching guidance to drive performance, determining behaviors driving performance, recommend activities for performance improvement and bringing this information those trends to management's attention. This position also monitors live calls when needed to support special initiatives, projects and promotions. Administers mystery shops, call studies, vendor calibrations and IVR interactions studies.

Job Requirements

Job Duties/Responsibilities:
•Maintains list of associates to be monitored, and ensures required number of evaluations is completed each week
•Approaches each session in an unbiased, consistent fashion
•Completes professional comprehensive and extensive notes on each evaluation
•Documents detailed coaching feedback on each session as to what the Associate did well and opportunities observed
•Researches each order as it pertains to the monitored call to ensure proper procedures were followed and orders were notated accurately
•Identifies behavioral trends that may have an impact to customers or to the business, and reports those to management and offers suggestions for resolution (additional training, communication updates, reference materials updates, etc.)
•Completes projects to support improving the customer's calling experience, including ad hoc reports and trend analysis
•Attends regular calibration sessions and calls with management and other sites
•Assists with initiatives to research questions and solve problems
•Assists with taking Customer Relations calls during periods of high call volume and maintains acceptable production during this time
•Suggests improvements to process and call flow based on observations
•Administers mystery shops, call studies, vendor calibration and IVR interactions studies
•Performs other duties as assigned

Required Skills:
•Must be able to analyze voice and screen capture data and place call reviews in the context of that data
•Must be able to learn new tools and processes quickly
•Must be able to be flexible and adaptive to changing priorities and job responsibilities
•Proficient skill in using Microsoft Office applications, including Excel, Word and Outlook
•Strong oral and written communication skills
•Strong problem solving skills
•Ability to work independently with minimal supervision as well as in a team environment
•Ability to handle sensitive situations and documentation, as well as maintain confidentiality with a professional demeanor
•All employees/associates may in the course of their duties come in contact with Credit / Debit Card Data. If this data is exposed as part of their position in the site/center, the associate must protect that data as directed and required by the compliance team to ensure SHC's compliance to current Payment Card Industry (PCI) Data Security Standards (DSS)
•Ability to communicate in spoken and written English well enough to be understood by supervisors, co-workers, and customers. Bilingual in Spanish a plus.
•Ability to enter data and maneuver efficiently using a keyboard, operate a mouse, use telephone and headset equipment, and listen while keying information into the system
•Ability to meet the physical requirements of frequent sitting and some standing and walking, with bending and reaching as necessary
•Ability to demonstrate self‐control by maintaining composure and keeping emotions in check even in difficult situations

Preferred Skills:
​Sales and service background