(USA-TX-FORT WORTH) Call Center Quality Assurance Agent

Title: Call Center Quality Assurance Agent Location: USA-TX: TEXAS-FORT WORTH Job Number: 1300JE0 CSC's Center of Excellence Contact Center is hiring a Quality Assurance Agent for a full-time opportunity for our large state-of-the art call center facility in Ft Worth, TX near the DFW Airport. Position pays $15.30 per hour. The QA Analyst is responsible for overseeing the Quality Assurance program within the call center and for training CSRs on the client's application and call center policy and procedures. Also responsible to monitor contacts for customer service quality and content/referral accuracy and provide feedback and coaching to Customer Service Representatives. Essential Functions: • Supports routine activities of a functional area or department account leads to ensure that business solution objectives are met. Identifies areas which are not within established guidelines. • Researches basic errors or issues. Assists in performing administrative responsibilities, such as entering information into databases, producing simple statistical reports, presentations and taking notes during meetings to document key activities. Verifies information and revises reports as appropriate. • Enters information of account specific service problems and distributes prioritized work requests • Distributes communications between Line of Service (LOS) and client to ensure that integration of new, enhanced and existing service offerings meet client specifications. Documents issues indicated from client. • Gathers and enters quality assurance information in accordance with established procedures to ensure quality client service. Produces reports necessary to indicate areas of improvement. Identifies and escalates areas of improvement. • May conduct product inspection to ensure established quality guidelines are adhered to. Indicates possible process improvement. • May coordinate moderately complex tasks for functional team processes and procedures. • Initiates scheduling for functional team escalation of calls and follows through on functional team documentation Qualifications: Basic Qualifications: • High school diploma • Two or more years of administrative experience • Experience working with the technology industry • Experience working with company products and operating systems Other Qualifications: • Call Center experience is highly preferred • Must be able to adhere to 100% attendance in training program and pass training practicum Job: SCA Discipline