Overview
Quality Auditor Night Shift Jobs in Plant City, FL at Plastipak Careers
How will your role impact First Command?
First Command has a deeply embedded foundation with longstanding values and a strong culture of service. In order to become even more client-centric, the organization is seeking to add a Quality Analyst to drive the Quality and Continuous Improvement strategy. This individual will help us deliver a better client and field experience by ensuring we are meeting our respective service and support KPI’s.
Recognizing the critical role that service plays in delivering a great experience to our clients and the field force, the Quality Analyst will work closely with the business to ensure a comprehensive strategy is in place that addresses service opportunities, training & process improvement, and automation of quality for department and leadership.
What will you be doing?
Assist in the continual enhancement of Quality standards and the QA Framework.
Compiles and analyzes service center Quality data for an organization.
Completes performance reporting, interacting with stakeholders to ensure clear understanding of operational impacts.
Tracks Key Performance Metrics of individual and teams using a data centric approach.
Collaborate with management and leadership, sharing call quality performance reports on overall success and trends.
Analyzes and audits call recordings, providing trend data and feedback to call center Management and Leadership.
Converts findings and scores into coaching recommendations for performance improvement actions.
Identifies common gaps/trends across teams, then provide recommendations on how to close gaps.
Works with management on employee coaching, training, and development.
Assist with enhancement of training curriculums and performance measurement tools.
Measures process performance opportunities via recorded monitoring and case audits.
Provides analysis and trending for recurring Business Reviews.
Reviews and evaluates Voice Analytics output and Call Recordings to make assessments and score the interaction based on a pre-determined methodology.
Develops materials and process documentation to represent current and future work.
What skills/qualifications do you need?
3-5 years Contact Center experience.
Experience with Quality programs and Coaching Plans.
Ability to analyze complex issues and advise internal business partners appropriately.
Ability to handle multiple tasks simultaneously in a fast paced, diverse, and growth-oriented environment.
Excellent communication, interpersonal, consultative and negotiation skills; ability to make effective presentations to all levels of audiences.
Solid technical aptitude (Genesys preferred).
Aptitude for detail and high degree of organization.
Ability to handle multiple priorities.
Strong knowledge of compliance with federal and state regulations.
Assist with and manage frequent ad hoc projects to support senior management and business decisions.
Proficient with MS Office Suite.
Ability to travel up to 20%.
Additional preferred qualifications
Bachelor of Business Administration or related field.
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Title: Quality Auditor Night Shift
Company: Plastipak Careers
Location: Plant City, FL
