Email Opening Title Quality Assurance Representative   EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.   Description The purpose of this job is to promote excellent call quality, contact handling and documentation by providing an additional consistent monitoring measurement. Principal Duties and Responsibilities: Remotely monitors customer service skills of all customer service representatives to ensure quality call handling, accurate coding in CRS and appropriate documentation. Completes established monitoring objectives in accordance with applicable SOP’s. Provides written and oral feedback to the Reps on all calls monitored. Completes daily statistical reports and spreadsheets according to standard procedure. Completes Quality Control Reports as assigned on a daily basis, makes corrections to CRS when errors exist and documents the contact. Attends monthly department meetings to calibrate monitoring measurements. Notifies management immediately of serious infractions in a Customer Service Representative’s call quality. Follows all client SOP’s and applicable work related guidance documents. Responsibilities may include taking Supervisory calls and escalations.   The above statements are intended to indicate the general nature and level of work being performed by employees within this classification.  They are not intended to be an exhaustive list of all responsibilities, duties and skills required of employees assigned to this job.  Employees in this job may perform other duties as assigned.  In addition to the above, all HGS employees are expected to: Minimum Job Requirements: (Education, Experience, Skills) High School Diploma or GED Demonstrated written and verbal communication skills Excellent time management skills Must be detail oriented Basic knowledge of PC applications for word processing, spreadsheet, etc Six months – 1 year experience with call center or related field   Position Requirements   Exempt/Non-Exempt Non-Exempt   Location HGS USA Gran Vista   About the Organization About Hinduja Global Solutions (HGS): A global leader in business process management (BPM) and optimizing the customer experience lifecycle, HGS is helping to make its clients more competitive every day. HGS combines technology-powered services in automation, analytics and digital with domain expertise focusing on back office processing, contact centers and HRO solutions to deliver transformational impact to clients. Part of the multi-billion dollar conglomerate Hinduja Group, HGS takes a 'globally local' approach, with over 42,371 employees across 72 delivery centers (as on 30th June 2019) in seven countries making a difference to some of the world's leading brands across nine key verticals. For the year ended March 2019, HGS had revenue of $689 million.   This position is currently not accepting applications. To search for an open position, please go to http://testJobsAmerica.appone.com WE ALSO RECOMMEND Other Jobs Within Same Category Team Leader, Operations in Lisle, IL Posted on: 8/25/2021 [Apply Now] Other Jobs Within 60 Miles -- None found --

AppOne.comTM   ©1999-2021 HR Services, Inc. Click here for technical assistance.