Overview
QA Engineering Lead Jobs in Menlo Park, CA at Meta
Title: Quality Assurance Representative
Department: Housing Choice Voucher Program
Salary Grade: L
Target Salary Range: $43, 300- $54,200
Position Summary:
The Quality Assurance Representative is responsible for ensuring that customer service representatives meet the standards for customer interactions set by the Housing Choice Voucher Program (HCVP). The representative will monitor inbound calls, outbound calls, website inquiries, and chat responses to assess effective communication, accuracy, and adherence to HCVP’s policies and procedures.
Additionally, the Quality Assurance Representative is responsible for projecting a professional company image through all in-person, telephone, and email interactions by providing prompt and courteous service, while also ensuring accuracy through a first-touch resolution approach. The role requires strong decision-making skills and sound judgment when interacting with internal and external customers to effectively manage relationships and expectations. Embracing current technology to increase daily workload performance and improve customer satisfaction is also essential. Finally, the representative must interact professionally with employees from various areas.
Essential Duties and Responsibilities:
Monitors inbound and outbound calls and email responses to assess effective communication, accuracy, and adherence to HCVP’s policies and procedures.
Performs call monitoring and provides trend data, quality reports, and feedback to the Director, Customer Services.
Provides ongoing training for the customer services and contact center team.
Uses quality monitoring data management system to compile and track performance at team and individual levels.
Coordinates and facilitates call calibration sessions for call center staff.
Reviews email and chat responses to customers and provides trend data, quality reports, and feedback to the Director, Customer Services.
Participates in the design of call/email monitoring formats and quality standards.
Participates in the Participant Advisory Group listening sessions to identify customer needs and expectations.
Identifies, documents, and alerts manager/team lead of trends in customer inquiries and recommends process improvements and measures to increase operational efficiency.
Provides excellent customer service to all customers and landlords participating in the Housing Choice Voucher Program (HCVP); responds to inquiries and requests from customers, landlords, and the public promptly through first-touch resolution.
Identifies, researches, and resolves customer inquiries using information provided by the customer database records, other resources on the computer system, and relevant and available documentation.
Successfully navigates proprietary software system to verify customer status and then updates/notates the database with details of current interaction.
Performs all other related duties as assigned.
Education and Experience:
Associate’s degree in business or a related field with related experience or equivalent combination of education and/or experience preferred.
Five (5) plus years of experience in a call center or customer service environment responding to phone, in-person, or written requests for customer assistance required. Call center experience required.
Work requires strong customer service skills, superior verbal and written communication skills, organizational skills, and demonstrated proficiency in the use of current office technology and software application(s) regularly.
Demonstrated success in a customer-friendly environment is considered a plus. Prior experience using Interactive Voice Response (IVR) and Customer Relationship Management (CRM) software is preferred.
Knowledge, Skills, and Abilities:
Excellent listening, verbal, written, and interpersonal communication skills.
Must be able to work on problems of diverse scope; under minimal supervision; uses varied creativity.
Strong interpersonal skills and ability to interface effectively with all levels of company employees and private sector business partners.
Superb organization and administrative skills and highly proficient use of Microsoft Office products.
Must be able to function in an environment of multiple and shifting priorities.
Accuracy is required in performing all functions of this position.
Must demonstrate good judgment and diplomacy in dealing with internal and external customers.
Personal initiative and drive are valuable.
Working Conditions:
Generally, works in an office environment. Must be able to sit and stand for extended periods. Must be able to work in a deadline-focused and demanding environment. Occasional overtime as required to meet workload demands.
Title: QA Engineering Lead
Company: Meta
Location: Menlo Park, CA
