[Hiring] Quality Assurance Associate @Sedgwick

Role Description

To provide service transaction monitoring to service center assistants (SCAs) and service center representatives (SCRs) to determine customer call quality and effectiveness of customer contact responses and interactions.

• Manage daily workflow.
• Complete assignments by their due date unless business needs dictate otherwise.
• Complete the designated weekly/monthly audits for assigned business products.
• Report individual audit results to the appropriate managers for their use when completing monthly, quarterly, and yearly evaluations.
• Be a technical expert on the functions and products you audit.
• Mentor new members of the Quality team.
• Develop Representatives in the functions you audit.
• Provide feedback confidentially and in a professional manner to each representative about his/her performance.
• Give/receive feedback efficiently and effectively.
• Identify opportunities for process improvements.
• Provide coaching when opportunities need to be addressed.
• Endeavor to learn new skills that support the business organization.

Qualifications

• High School diploma or GED required.
• One (1) year of customer service experience or equivalent combination of education and experience required.
• Inbound call center experience strongly preferred.
• Excellent customer service skills.
• Excellent oral and written communication, including presentation skills.
• PC literate, including Microsoft Office products.
• Analytical and interpretive skills.
• Strong organizational skills.
• Good interpersonal skills.
• Ability to work in a team environment.
• Ability to meet or exceed Performance Competencies.

Requirements

• Clear and conceptual thinking ability.
• Excellent judgment, troubleshooting, problem solving, analysis, and discretion.
• Ability to handle work-related stress.
• Ability to handle multiple priorities simultaneously.
• Ability to meet deadlines.
• Computer keyboarding, travel as required.
• Hearing, vision, and talking.

Benefits

• Equal Opportunity Employer.
• Drug-Free Workplace.