Customer Quality Specialist

The Sales Quality Specialist is responsible for the measurement and improvement of sales quality for our ICLs. Primary responsibilities include the documentation, research, and resolution of client escalations within the service level.

Primary Duties and Responsibilities:

• Handling of documentation, research, communication, and resolution of customer escalations within the service level.
• Responsible for engaging with highly escalated customers, addressing their concerns, and deescalating tense situations to achieve a positive resolution for some of our Clients.
• Development and analysis of reporting that tracks emerging sales quality issues and provides proactive recommendations for solutions.
• Ensure best practices and procedures are identified and followed in the sales offices.
• Maintain and review standards, existing policies & procedures to evaluate effectiveness with recommendations for continuous improvement, on an individual and team level.
• Partner with project teams to develop, coach, and mentor field sales teams in relation to quality standards & procedures
• Consistent improvement in the percentage of customer escalations handled on assigned campaigns.
• Successful implementation of process improvements and proactive quality measures.
• Building positive and productive working relationships with internal team members, our Clients, and the field.
• Other duties are assigned based on departmental needs.
• Conforms with and abides by all regulations, policies, work procedures, instructions, and all safety rules.
• Exhibits regular, reliable, punctual, and predictable attendance.

Required Qualifications:

• 1-2 years of experience working in a fast-paced, customer service or sales environment
• Ability to plan, organize, and prioritize multiple tasks and meet conflict deadlines
• High-energy self-starter; must be able to take initiative with minimal guidance and be comfortable working both as an individual and as part of a team.
• Demonstrates appropriate attention to customers’ needs and requirements when making decisions and taking action. Makes customer satisfaction a priority and works to exceed the expectations of external and internal customers.
• Able to lead & influence others without direct authority or control.
• Demonstrates Integrity and Maintains Confidentiality
• Excellent verbal and written communication skills, patience, empathy, and the ability to think quickly on their feet.

Preferred Qualifications:

• Ability to produce results focused on efforts to attain concrete, timely, and measurable performance outcomes
• Experience using Microsoft Office applications preferred- including email, word, excel, etc.
• Experience using Salesforce preferred

Working Conditions:

• This is an in-office position. We currently have a hybrid schedule. Mondays and Fridays are remote. Tuesday, Wednesday, and Thursday are in-office required. There may be some exceptions where team members must be in the office 4-5 days a week.
• There is no required travel for this role

Benefits and Compensation:

• Medical Dental, Vision
• 401k
• 401k match
• Base pay starts at $23/hour + Bonus Opportunity

"Cydcor will consider qualified candidates with criminal histories in a manner consistent with the law."

This job description includes a summary of essential job functions and does not restrict management’s right to assign other duties and responsibilities as required. Please get in touch with Cydcor’s People Services Department for a detailed listing of essential functions, as required.

Job Type: Full-time

Pay: From $48,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Experience level:

• 1 year
• 2 years
• 3 years
• No experience needed
• Under 1 year

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Work setting:

• Hybrid work
• Office

Language:

• Spanish (Required)

Ability to Commute:

• Agoura Hills, CA 91301 (Required)

Ability to Relocate:

• Agoura Hills, CA 91301: Relocate before starting work (Required)

Work Location: Hybrid remote in Agoura Hills, CA 91301