Quality Assurance Associate

Quality Assurance Associate:

JOB OVERVIEW

A Quality Assurance Associate will need to have a strong attention to detail, excellent communication skills and ability to deescalate issues while handling service issues. Quality Assurance Agents will schedule service technicians and if necessary, contact customers to address service issues.

KEY RESPONSIBILITIES AND DUTIES

Core responsibilities for this position include but are not limited to: Work directly with customers to solve end-user issues and answer questions regarding their post installation project

●Provide strong customer service skills through phone, email, and chat

●Maintain production standard quota of 25 jobs scheduled per day

●Uphold high level of service quality evaluated via periodic call monitoring

●Receive inbound and outbound phone calls

●Obtain a solution calmly and efficiently, even if the customer is impatient or disgruntled

●Resolve complex complaints by investigating issues as they arise while providing an end resolution in a timely manner

●Must have strong organizational skills and the ability to effectively sort and track large amounts of information

●Must demonstrate a positive, upbeat manner even while facing complex problems or difficult situations

●Preparing work to be processed by gathering, sorting, organizing, and recording data information and documents

●Schedule pre and post installation services

●Review documents that are handled on a daily basis correctly

●Create a strong business relationship with business partners and sales teams

●The ability to handle other duties as assigned

MINIMUM QUALIFICATIONS

●High school diploma or GED equivalent

●Must be 18 years or older

●2+ years working in a scheduling and/or dispatching environment

●Strong analytical and organization skills

●Keen attention to detail with a strong ability to customer resolution

●Excellent time-management and problem solving skills

●Excelling phone, email, and chat etiquette and skills

●Proficiency in MS Office and ability to learn other software program

●Ability to work with varying seniority levels, including staff, managers and external partners

●Experience in flooring or general construction is a plus

●Must be able to remain in a stationary position 50% of the time.

Job Type: Full-time

Pay: $20.00 - $23.00 per hour

Expected hours: 40 per week

Benefits:

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

Experience level:

• 2 years

Schedule:

• Day shift
• Monday to Friday

Work setting:

• In-person
• Office

Work Location: In person