Partners Personnel has a Call Center Quality Assurance temp to hire position in Fort Myers, FL

Job purpose

• Provide a high level of quality support to the customer experience and assurance team in all matters concerning the transformation of customer service and assurance.

Main duties and responsibilities

• Ensure that all customer contact is accurately recorded, including complaints, compliments, inquiries, forwarding to the appropriate Investigating Officer for action to be taken.

• Monitor customer responses to ensure that an accurate record of communication is available, targets are met, and where needed highlight areas of improvement.

• Carry out regular customer service audits to ensure all relevant information is logged to provide a full record of all actions taken.

• Conduct post-complaint satisfaction surveys to obtain customer feedback and improve the customer experience.

• Coordinate and minute QA meetings and prepare any relevant data in advance.

Requirements

• Demonstrable experience in an office environment.

• Experience of working as a first point of contact.

• Excellent communication (written and verbal) and customer care skills.

Call center quality assurance analyst job description

We have partnered with a well-known business who are looking for a Call Center Quality Assurance Analyst to join their team.

What you’ll be doing

• Monitoring calls and emails to ensure they follow data protection.

• Analyzing and reporting data trends.

• Coaching and training the team where necessary.

• Ensuring the team provides a positive experience for customers.

What you’ll need to apply

• Previous Quality Assurance experience within a contact center or a customer service environment.

• Excellent communication skills.