Quality Assurance Specialist, Contact Center (48175)

Coloplast Minneapolis , MN 55415

Posted 7 days ago

Coloplast has an exciting opportunity for a Quality Assurance Specialist to join our team.

You will be responsible for assessing call center calls for quality, efficiency and productivity. This role will monitor both inbound and outbound calls and assess call agents' demeanor, accuracy, customer service performance and adherence to company policy and procedures. You will also participate in the design of call monitoring formats and quality standards.

Major Areas of Accountability

  • Conduct call monitoring and evaluations across consumer teams

  • Provide feedback and improvement opportunities to Supervisors as input for their coaching sessions

  • Utilize call monitoring findings to report call trends, and recommend training opportunities to Consumer management team

  • Participate in the design of call monitoring formats and quality standards

  • Analyze and prepare call quality performance reports at the team and individual levels

  • Work closely with Supervisors to assist with training for both new and existing team members

  • Develop materials and process documentation to support consumer training as needed

  • Assist consumer management team on implementation of new Quality Assurance policies and procedures, as needed

  • Work as a team to improve processes and procedures, and perform ad hoc Consumer Operations projects as assigned

  • Facilitate and coordinate routine calibration sessions for consumer teams

  • Identify and support opportunities for quality improvement across consumer teams

  • Administer Quality Assurance software solution

  • Other duties as assigned

Basic Qualifications

  • Associate or bachelor's degree or Equivalent work experience required
  • 2+ years working in a call center/customer service environment

Preferred Qualifications

  • Experience working with Call Recording Applications

  • Minimum 2 years experience in a Call Center Quality Assurance (QA) role

Required Knowledge, Skills, & Abilities

  • Strong attention to detail and dedication to quality

  • Excellent listening, verbal and written communication skills

  • Self-motivated, proactive and self-sufficient

  • Ability to work independently or as part of a team

  • Ability to handle multiple tasks/projects at one time

  • Strong Analytical Skills

  • Proficient in MS Office applications including excel, word and power point

  • Ability to apply good judgment and decision-making skills

Pursuing an ambitious growth agenda, Coloplast develops and markets products and services that make life easier for people with intimate healthcare needs. Employing about 12,000 people and with products available in more than 143 countries, we are one of the worlds leading medical device companies. We are constantly growing our business and always looking for new ways to move forward - we explore, learn and look for new ways of doing things.

Visit us on Coloplast.com.

Watch the film. Follow us on LinkedIn. Like us on Facebook.

Coloplast is committed to a policy of Equal Employment Opportunity (EEO) which means we employ and promote individuals based on their merits, regardless of race, color, religion, sex, national origin, age, disability, veteran status, pregnancy, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status, status with regards to public assistance or any other protected classification.

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