Call Center Quality Control Agent

Are you looking for something more than just the average Call Center experience? Parker and Sons is currently seeking highly talented, money motivated, exceptional Quality Control Agent for our Call Center team. Our team prides themselves on providing our customers with best-in-class customer service and service recommendations to meet their needs. This team is responsible for taking on customer calls, data entry, troubleshooting, scheduling service appointment, and sharing their product and service knowledge with our customers.

 

Want to work for the best with the best? Our teams are comprised of caring, creative, and energetic team members who thrive in a busy and challenging environment. We reward your hard work with not only with a competitive base pay but also uncapped earning potential that includes spiffs, bonuses, commissions, and growth potential but also a full benefit package!

 

 

What's in it For Me?

• Compensation $22/hr -$25/hr (depending on experience)
• Full time M-F or M-Thur schedule (on site! NOT REMOTE)
• Fun Competitions to earn even more prizes and gifts
• Robust PTO Plan
• Health, Vision and Dental plans for you and your family to choose from
• 401K Retirement Plan with company match up to 30%
• Life Insurance, Short-Term and Long-Term Disability
• Special Program Options: FSA, EPA, Legal Services, and Identity Theft
• Continuous Training for your Professional Development
• Working in a dynamic, collaborative, and fun environment
• Coached and supported career growth

 

Job Summary:

As a Quality Control Representative, you will play a pivotal role in maintaining and enhancing the overall service quality and customer experience within our organization. Your primary responsibility will be to meticulously assess and evaluate customer interactions through call monitoring. By actively listening to a minimum of 6 calls per CCR’s a month (4 booked and 2 unbooked). This will require a minimum of 15 calls per day, which may result in some CCR’s having more than 6 calls scored in each month.  You will utilize your exceptional attention to detail and analytical skills to objectively grade these interactions using our standardized Quality Control Scorecard.

 

Essential Duties & Responsibilities:

1. **Call Monitoring:** Listen attentively to a designated number of customer calls per shift, ensuring accuracy, completeness, and adherence to established protocols.

 

1. **Quality Evaluation:** Utilize the Quality Control Scorecard to objectively assess the quality of interactions based on predetermined criteria, including accuracy, communication skills, adherence to scripts, empathy, and issue resolution.

 

1. **Scoring:** Assign scores to each call based on the predefined criteria, providing a comprehensive evaluation of agent performance during customer interactions.

 

1. **Feedback Generation:** Compile comprehensive feedback reports highlighting strengths and areas for improvement for each monitored call. These reports will serve as valuable tools for training and coaching purposes.

 

1. **Collaboration:** Collaborate closely with training and operational teams to identify trends, patterns, and training needs based on the evaluation results. Share insights to enhance agent performance and ensure consistent delivery of exceptional customer service.

 

1. **Documentation:** Maintain accurate records of evaluations, scores, and feedback reports, contributing to the overall assessment and continuous improvement of customer service standards.

 

1. **Reporting:** Prepare regular reports summarizing evaluation results, trends, and key performance indicators to relevant stakeholders, assisting in strategic decision-making.

 

8.**2nd Chance Leads:** Analyze instances where representatives missed opportunities during customer interactions. Provide detailed feedback on how these opportunities could have been capitalized upon to achieve better outcomes while contacting the customers to book the missed opportunities, sell missed memberships for your own spiff sheet.

 

Minimum Qualifications:

• 3 years’ experience in a Call Center environment
• High school diploma or equivalent
• Must be able to pass a background check and drug screen

Required Knowledge, Abilities, and Skills:

• Must have excellent written and verbal communication skills
• Must be proficient in Excel
• Must be a highly motivated self-starter
• Must be able to work with minimal supervision

Physical Demands:

It will require you to sit at a desk for extended periods of time.

 

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The environment can be loud due to all call takers on the phone, fast paced, and fun.

Wrench Group and its affiliates are proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, genetic information, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. Wrench Group and its affiliates comply with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, please contact the company Human Resources office.