Overview
Quality Assurance Specialist Jobs in Welcome, South Carolina, USA at Schneider Electric Gruppe
Location: Welcome
Job Description
–
Quality Assurance
Specialist (009
FCD)
Quality Assurance Specialist – 009
FCD
#LI-Hybrid
The Role:
Quality Assurance
Specialist
The Quality Assurance Specialist is responsible for ensuring that the service quality standards at the Contact Centre are consistently met across various channels such as phone, email, and web chat. They will develop and execute quality assurance processes, review these processes, and provide feedback to the Operations team with the aim to deliver and maintain high-quality service to customers. This role requires a passion for improving customer experience and nurturing team members to WOW customers.
What
will you do?
Monitor, evaluate, and rate responses across communication channels, providing trend data to management.
Collaborate with Managers to develop SOPs and processes for quality service operations.
Coordinate and facilitate call calibration sessions with Operations Leads.
Investigate complaints and recommend action plans to prevent recurrence.
Analyze customer service metrics (e.g., CSAT) and assess how team performance impacts KPIs.
Create and share innovative methods to improve call quality.
Provide weekly coaching sessions (face-to-face) to individuals and teams to enhance quality performance.
Participate in communication forums conducted by Team Leaders with Customer Service Officers (CSOs).
Conduct mock calls with new hires post-training to assess readiness.
Provide feedback and actionable data to internal groups such as operation managers and team leaders.
Stay updated on organizational changes in products and processes.
Support the company’s culture, policies, and procedures.
Maintain high morale and rapport with Operations by exhibiting a positive attitude.
Undertake any additional assignments as assigned.
Qualifications
Who would be successful?
Bachelor’s Degree/Diploma in any field
3-5 years of relevant experience in Call Centre and Customer Service
Proficiency in Microsoft Office, especially Excel and Power Point
Familiarity with BFO, SAP, Oracle systems is a plus
Ability to work efficiently in a high-demand, team-oriented, and fast-paced environment
Excellent listening and analytical skills
Self-directed, organized, and professional
Strong verbal and written communication skills with attention to detail
Good customer service and motivational skills
Ability to handle multiple priorities and projects
Willing to work in Cavite with flexible hours to engage stakeholders across time zones
#J-18808-Ljbffr
Title: Quality Assurance Specialist
Company: Schneider Electric Gruppe
Location: Welcome, South Carolina, USA
Category: Quality Assurance – QA/QC
