QA Specialist Workforce ManagementQA Specialist Workforce Management
111 Westwood Place Suite 200 Brentwood, TN 37027
Job #: QASWMCObreTN68274
Brookdale. Bringing new life to senior living.
Ensures quality service and compliance with contact center procedures for correct contact handling. Monitors customer interactions, provides feedback and trend data to supervisors and advisors, and provides information for process improvement. The QA Specialist ensures that the advisors and contact center teams are customer focused, sales driven and that all interactions with customers, external and internal, represent Brookdale's standards.
1.Reviews, evaluates and scores telephone, email and chat interactions based upon predetermined service criteria.
2.Completes evaluation scoring forms and documentation.
3.Provides comments on forms and scorecards where necessary to ensure accurate feedback.
4.Monitors and reports advisor and contact center performance using appropriate contact center performance management technologies and tools.
5.Coordinates and facilitates regular scoring calibration sessions to assure accuracy of scoring results.
6.Develops and maintains performance data and reporting, as necessary.
7.Provides timely feedback and coaching to advisors on good performance and opportunities for improvement.
8.Participates in the design and maintenance of evaluation criteria, forms and systems.
9.Monitors the effectiveness of training and provides feedback to management.
10. Provides ongoing feedback for regular process improvement and opportunities.Required skills and qualifications:
High School Diploma or General Education Degree (GED) required.
Minimum two years experience in a contact center environment; or equivalent combination of education and experience.
Previous knowledge and experience with contact center technology, including workforce management, quality monitoring, and ACD routing and reporting systems preferred.
If you're a Brookdale associate, please consider referring someone through the Good People Program!
Brookdale is an EOE-(Equal Opportunity Employer) and drug-free workplace.
Brookdale offers a number of benefits to full-time associates including, but not limited to: medical, dental, vision, disability, life, paid time off, educational reimbursement. All associates, age 21 and older, are eligible to participate in the 401(k) retirement savings plan.
Brookdale Senior Living