Quality Assurance Representative in Lake Mary, FL at Sears Home Services

Date Posted: 6/25/2019

Job Snapshot

  • Employee Type:
  • Location:
    3200 Lake Emma Road
    Lake Mary, FL
  • Date Posted:
  • Job ID:

Job Description

Req/Job ID: 972991BR
Employing Entity: Sears Home Improvement Products, Inc.
Employment Category: Regular, Full-time
Job Function: Call Center
Store ID: 24620: SHP Lake Mary FL Call Ctr

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.