Culture Vision at Consumer Direct Care Network
At CDCN, we strive to create a workplace where everyone is supported and motivated to be their best; we collaborate on shared goals and celebrate our accomplishments.
JOB SUMMARY
- Monitor interactions to assess Customer Service Representatives demeanor and performance, technical accuracy, and adherence to company policies and procedures
- Assist in development, creation, and implementation of contact center quality processes and procedures
- Recommend enhancements to training materials as needed to enhance the customer experience
- Meet customer service objectives to ensure positive business growth and development
- Promote cohesiveness in the office environment
- Support day-to-day operations and client advocacy
JOB DUTIES
- Effective written and verbal communication
- Comply with applicable legal requirements, standards, policies, and procedures
- Demonstrate dependability
- Demonstrate effective problem solving and decision-making skills
- Exhibit computer efficiency
- Handle complex service programs and special projects
- Maintain necessary skills and knowledge to coordinate workflow
- Participate in professional development and training activities
- Prioritize and multitask effectively
- Provide excellent customer service to internal and external clients
- Provide peer mentoring, training, and oversight to coworkers
- Research escalated complaints as needed
- Use a quality monitoring data management system to compile and track CSR performance
- Coordinate and facilitate call correction sessions for contact center staff
- Highlight potential concerns to leadership team for review
- Prepare and analyze quality assurance reports for leadership review
- Bilingual preferred
- Other duties as assigned
QUALIFICATIONS
- High School Diploma or GED preferred
- Previous experience in Consumer Direct Care Network Contact Center preferred
- Prior Contact Center QA experience preferred
- 1-2 years' experience with QA Software preferred
- Be able to successfully pass a background screening
The incumbent typically works in an office environment and uses a computer, telephone and other office equipment as needed to perform duties. The noise level in the work environment is typical of that of an office. Incumbent may encounter frequent interruptions throughout the workday. The employee is regularly required to sit, talk, or hear; frequently required to use repetitive hand motion, handle or feel, and to stand, walk, reach, bend or lift up to 20 pounds. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
