Quality Specialist

For quick consideration apply here

The SCOOTER Store is America’s leading supplier of power chairs for people with limited mobility. The SCOOTER Store has retail locations, distribution centers and a network of service specialists across America. The SCOOTER Store has grown from a vision into a highly successful national enterprise with 1,100 employee owners.

Summary:
Responsible for the screening incoming and outgoing calls to ensure quality customer service and adherence to the policies and procedures of the organization.

Scope:
This position involves a moderate to high degree of job structure. Under limited supervision, the employee will perform a variety of straightforward tasks requiring independence and somewhat limited opportunities to use standardized solutions. The employee is expected to use discretion and judgment with somewhat predetermined limits and procedures.

Essential Duties and Responsibilities:
• Responsible for meeting a minimum number of monitor requirements on a weekly/monthly basis.
• Collaborate with Quality Manager/Department Directors/Managers to communicate successes and opportunities with adherence to policies and procedures.
• Generates reports based on the quality performance of specific departments/teams/agents within the organization.
• Maintain knowledgebase for all ongoing department changes
• Assist with creating feedback loops and workflow to establish best practices.
• Facilitate collaboration sessions to ensure consistency in monitoring practices across departments
• Other duties as assigned
• Completing all Call Center functions as assigned to support customer expectations

Education and/or Experience:
High school diploma or general education degree (GED); and three to five years’ related experience and/or training; or equivalent combination of education and experience.

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

• Effectively communicate with internal/external customers on a daily basis
• Document customer interactions and steps to resolution
• Read and comprehend short memos, forms and instructions
• Use spreadsheet, database, word processing or financial software to enter, edit and retrieve data
• Ability to read, analyze, and interpret information and business processes.
• Ability to write reports, business correspondence, and procedure manuals.
• Ability to effectively present information and respond to questions from groups of executives, managers, clients, and customers.
• Ability to apply mathematical operations to such tasks as score analysis and trending.
• Ability to interpret complex business problems and translate them into simple, easy to understand ideas.

Certificates, Licenses, Registrations:
N/A

Other Knowledge, Skills and Abilities:
• Excellent communication, organization, and time management skills
• Maintain high levels of confidential information
• Proficiency in Microsoft Office applications

In return for your experience, The SCOOTER Store offers a competitive salary and a generous benefits package.

The SCOOTER Store is an Equal Opportunity Employer.


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For quick consideration apply here