Overview
Lab Assistant Jobs in Pittsburgh, PA at mackinnonandpartner
This is not a Civil Service Position. DWSD employees are subject to provisions of Court Orders entered in United States District Court, Eastern District of Michigan, Southern Division, Case No. 77-71100 with regard to certain terms and conditions of employment. DWSD does not honor reversion rights for internal candidates.
JOB DESCRIPTION:
The Customer Service Quality Assurance Analyst (CSQAA) is responsible for assessing the quality of the performance of our Customer Service Specialists who assist our residents and customers. The CSQAA will monitor inbound and outbound calls, Email and Chat responses to assess Customer Service Specialists demeanor, technical accuracy, customer service performance, and conformity to Detroit Water and Sewerage Department policies and procedures. The CSQAA will assist in developing, creating, and implementing call center quality processes and procedures; as well as making recommendations for enhancements to training materials to enhance our Resident and Customer’s experience.
sibilities
Monitors, evaluates and / or audits a sampling of inbound and/or outbound calls and other contact methods including chat and email.
Provides feedback of monitored calls to CSS for did well and do differently coaching.
Provides timely recommendations; verbal and written to CSS and leadership
Uses tools to gather data and trends affecting quality
Reports results of evaluations to appropriate stakeholders
Participates in calibration sessions/call listening sessions with Quality Leadership staff, Operations, and others to ensure scoring consistency and best practices.
Participates in internal quality audits designed to improve overall contact quality and recommend changes.
Maintains strong program knowledge base; basic understanding of services and/or program strategies
Meet departmental productivity requirements (e.g. number of calls monitored per month, number of emails evaluated, etc.)
Complete CSS duties to keep current on programs
Support management focus on review of key drivers, metrics, and operational processes (including Training) that drive Balanced Scorecards
Participates in design of call monitoring formats and quality standards
Uses quality monitoring data management system to compile and track performance at team and individual level
Deliver presentations, either in person or virtually, to new hires, the Executive Management Team, and the Board of Water Commissioners as needed.
*
Qualifications:
Outstanding customer service skills and dedication to providing exceptional customer care
Ability to work in a team environment
Must be self-motivator and self-starter
Excellent verbal, writing and communication skills
Must adapt well to change and successfully set and adjust priorities as needed
Must be able to effectively deal with people at all levels inside and outside of the organization
Experience with coaching and training individuals or groups preferred
2 years Customer Service Experience
Ability to negotiate, suggest and implement change within the organization
Spanish, Arabic and or Bengali speaking a plus
Bachelor’s Degree or equivalent work experience in related field
Proficient in Microsoft Office
Ability to multi-task and meet timelines
Detail-oriented
Mentor and coaching experience within a call center environment.
Job Type: Full-time
Pay: $31,980.00 – $60,000.00 per year
Benefits:
Dental insurance
Health insurance
On-the-job training
Paid time off
Parental leave
Vision insurance
Shift:
Day shift
Evening shift
Morning shift
People with a criminal record are encouraged to apply
Ability to Commute:
Detroit, MI 48226 (Required)
Ability to Relocate:
Detroit, MI 48226: Relocate before starting work (Required)
Work Location: In person
Title: Lab Assistant
Company: mackinnonandpartner
Location: Pittsburgh, PA
