Quality Control Specialist II

Description: Monitors calls to insure accurate and consistent information is delivered in a timely, courteous and responsive manner. Reviews NoteTrak entries for completion and appropriateness. Evaluates and ensures timely follow-up by help desk representatives on customer calls. Provides reporting on Quality metrics to Management. Provides accurate and timely feedback to management to help coach and train call center staff. Audits calls to insure compliance to company policies, procedures and guidelines, and regulatory compliance, as well as, minimize loss of revenues. Assist with root cause analysis and problem resolution. Create, maintain and analyze database to provide statistical analysis of Customer Satisfaction surveys. Provide information to and lead a Corporate wide cross functional team to develop action plans to correct deficiencies in terms of personnel, partners, processes, products, tools and services leading to customer dissatisfaction.

Qualifications: Minimum of 2 years experience in customer service, bankcard, financial or technical environment or 12 months of experience as a HelpDesk Representative required. Team player with ability to encourage and motivate others to work towards a common goal of providing exceptional customer service and to promote an environment of mutual respect, consideration and cooperation. Knowledge of Windows based applications required. Ability to communicate clearly and effectively to employees and customers with all levels of knowledge. Excellent communication skills required. Ability to solve problems, work independently, and exercise good judgment. Organizational skills a must- able to prioritize and manage several projects/tasks simultaneously. Demonstrated ability to work under pressure. College degree preferred.

Compensation/Benefits: Nonexempt level position, $12.25/hr - $14.90/hr. TRANSFIRST offers benefits on the first of the next month after start date.