Address
Form of work
SalaryWho We Are:
Why We are Different:
At Lippert, Everyone Matters. This is not just a tagline or empty promise; it is who we are. We have intentionally created a culture that values and celebrates our team members’ unique and varied backgrounds, perspectives, and experiences. We strive to give our team members a deeper sense of purpose at work, and we continue to build a better work environment by aligning our cultural and business strategies with the needs of our team members.
- A unique, inclusive and supportive company culture.
- Comprehensive benefit offerings including medical, dental, vision, 401k with employer match, vacation, and more!
- Fair and competitive compensation.
- Career development and mentoring and opportunities to grow.
- Holiday, personal and vacation days.
Summary/Objective:
The Lippert team is seeking a Quality Assurance Specialist. We are seeking an optimistic, organized, customer-oriented person to add to our team. This is a full-time position, Monday through Friday. The QA Specialist monitors and evaluates trends, analyzes contact data to ensure consistency in quality in all locations, helps to improve customer experience, and the achievement of company goals. Ensures adherence to quality expectations and process standards, provides ongoing feedback to key the leadership team and frontline team members. Supports coaching and training initiatives aligned with key departmental/company goals and objectives that ensure customer satisfaction. Performs research, reporting, and analysis on specialist performance and impacts to the customer and client. Conducts and participates in calibration sessions and best practice sharing with internal teams.
Summary of Responsibilities
- QA Specialist will Monitor and analyze trends - monitor trends for inbound/outbound calls, email, and chat. Identify gaps and areas of opportunity for performance management, training effectiveness, process improvement, and the achievement of company goals.
- Specifically, 8 audits’ per team members per month for all of LCCC
- Provide input and suggestions for training procedures and process improvement. Subject matter expert on inbound email and chat business segments.
- Monitor and evaluate contacts - collaborate with supervisors, managers, and training to maintain a consistent customer experience. Ensure adherence to quality process standards. Identify and work to mitigate potential errors, customer dissatisfaction, fraud, and non-compliance.
- Provide actionable data and feedback - document and communicate gaps and opportunities to LCCC leadership, and other key organizational groups. Utilize data analytics and other quality monitoring system tools to prepare monthly manager reports to help facilitate data-driven improvements.
- Other - Conduct and participate in calibration sessions, listening sessions, benchmarking sessions and best practice sharing with center leadership teams and frontline team members on a monthly basis. Participate in team/staff huddles and meetings. Perform other duties as assigned. Participate in team projects (performance recognition, community involvement, etc.). Enter and/or submit documentation for IT tickets to include research and troubleshooting. Demonstrate the company's core values at all times.
- High School Diploma or GED (Required)
- Associate's Degree (Preferred)
- 1-2 years' of college (Preferred)
- InContact Call Recording systems
- Excel, Word, PowerPoint
- One or more years' call center experience preferred
- Knowledge of call center operations preferred
- Strong organizational skills
- Strong analytical and problem-solving skills
- Strong leadership and team working skills
- Good written and verbal communication skills
- Good interpersonal skills
- Flexibility to adjust to a quickly changing and fast paced environment
- Primarily working indoors, office environment.
- May sit for several hours at a time.
- Prolonged exposure to computer screens.
- Repetitive use of hands to operate computers, printers, and copiers.
Competencies:
Physical Demands:
While performing the duties of this job, the Team Member is regularly required to talk and hear. This position is primarily sited computer work, typing skills, occasionally lift and carrying items of 25 pounds.
Position Type/Expected Hours of Work:
This is a full-time hourly position, and hours/days of work are Monday – Friday 8:00AM to 5:00PM with some Saturdays as necessary. Saturdays worked will result in paid overtime. QA Specialists will be notified two week prior to scheduled Saturday overtime when needed.
Travel:
Remote capabilities, and travel will be dependent on location.
Preferred Education and Experience:
- Manufacturing/industry experience.
- Management/Leadership experience.
Work Authorization/Security Clearance
Must be legally authorized to work in the United States.
Pay Group : AAP/EEO Statement:Lippert’s strong commitment to equal employment opportunity requires a commitment by each individual team member. Compliance with the letter and spirit of this policy is required of all team members. Violations of this policy should be immediately reported to your leader or to any member of leadership. Team members who violate this policy will be subject to disciplinary action, up to and including termination of employment.
