QA Representative 2, Customer Service
Company Name:
comcast
Job Description:
Job DescriptionBusiness Unit:Comcast brings together the best in media and technology. We drive innovation to create the world's best entertainment and online experiences. As a Fortune 50 leader, we set the pace in a variety of innovative and fascinating businesses and create career opportunities across a wide range of locations and disciplines. We are at the forefront of change and move at an amazing pace, thanks to our remarkable people, who bring cutting-edge products and services to life for millions of customers every day. If you share in our passion for teamwork, our vision to revolutionize industries and our goal to lead the future in media and technology, we want you to fast-forward your career at Comcast. Job SummaryThis position is responsible for monitoring and analyzing the overall quality of inbound and outbound telephone calls. This position will also document quality issues and performance measures for management review and provide information to assist in the feedback and formal education process of individuals on the phone. Under limited/moderate supervision and guidance, this role will also compile feedback and facilitate focus groups and is accountable for individual results and the impact on team.Core Responsibilities- Monitors inbound and outbound telephone sales and retention calls within call center(s) to ensure customer service meets quality assurance standards.- Identifies service quality opportunities and contributes in calibration sessions and other programs to help improve agent performance and customer experience according to procedures- Provides timely, efficient and constructive feedback on call quality to agents and the leadership team.- Compiles timely written/verbal reports and provides advisement to management review concerning performance and quality assurance issues.- Possesses strong and articulate written and verbal communication and presentation skills with a professional delivery.- Displays consistent and punctual attendance with flexibility to work a variable schedule including nights, weekends and overtime as necessary.- Has the ability to both act as a team player flexible to shifting job priorities and to work independently with minimal supervision.- Displays a motivation to learn and grow in the role.- Experience in quality assurance, service excellence, customer service, quality coaching/mentoring and/or in a call center environment a plus.- Experience with statistics, call monitoring software, or call analysis background preferred.- Proficiency with Microsoft PowerPoint and Excel.- Comfortable with public speaking and giving presentations.- Other duties and responsibilities as assigned. Job Specification- High School Diploma or equivalent required.- Generally requires 2-5 years related experience. Comcast is an EOE/Veterans/Disabled/LGBT employerEstimated Salary: $20 to $28 per hour based on qualifications.
comcast
Job Description:
Job DescriptionBusiness Unit:Comcast brings together the best in media and technology. We drive innovation to create the world's best entertainment and online experiences. As a Fortune 50 leader, we set the pace in a variety of innovative and fascinating businesses and create career opportunities across a wide range of locations and disciplines. We are at the forefront of change and move at an amazing pace, thanks to our remarkable people, who bring cutting-edge products and services to life for millions of customers every day. If you share in our passion for teamwork, our vision to revolutionize industries and our goal to lead the future in media and technology, we want you to fast-forward your career at Comcast. Job SummaryThis position is responsible for monitoring and analyzing the overall quality of inbound and outbound telephone calls. This position will also document quality issues and performance measures for management review and provide information to assist in the feedback and formal education process of individuals on the phone. Under limited/moderate supervision and guidance, this role will also compile feedback and facilitate focus groups and is accountable for individual results and the impact on team.Core Responsibilities- Monitors inbound and outbound telephone sales and retention calls within call center(s) to ensure customer service meets quality assurance standards.- Identifies service quality opportunities and contributes in calibration sessions and other programs to help improve agent performance and customer experience according to procedures- Provides timely, efficient and constructive feedback on call quality to agents and the leadership team.- Compiles timely written/verbal reports and provides advisement to management review concerning performance and quality assurance issues.- Possesses strong and articulate written and verbal communication and presentation skills with a professional delivery.- Displays consistent and punctual attendance with flexibility to work a variable schedule including nights, weekends and overtime as necessary.- Has the ability to both act as a team player flexible to shifting job priorities and to work independently with minimal supervision.- Displays a motivation to learn and grow in the role.- Experience in quality assurance, service excellence, customer service, quality coaching/mentoring and/or in a call center environment a plus.- Experience with statistics, call monitoring software, or call analysis background preferred.- Proficiency with Microsoft PowerPoint and Excel.- Comfortable with public speaking and giving presentations.- Other duties and responsibilities as assigned. Job Specification- High School Diploma or equivalent required.- Generally requires 2-5 years related experience. Comcast is an EOE/Veterans/Disabled/LGBT employerEstimated Salary: $20 to $28 per hour based on qualifications.
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