Quality Specialist

Harris County is searching for a Quality Specialist to join our customer service team. This individual will oversee monitoring and evaluating the quality of inbound interactions. Tracks issues in the quality monitoring systems or tools and analyzes the results. This person will also provide feedback to improve performance and develops training programs. Works with other internal teams to define quality metrics. Will support our new 311 Service Helpline. Plays a key role in the onboarding process for new hires. Assists in facilitation of quality assurance calibration and focus group sessions. The ideal candidate will possess a fun-natured, enthusiastic, and motivational personality.

Duties and Responsibilities:

• Listen to and evaluate daily calls from agents to ensure compliance with department policies, procedures, and workflow. Complete all monthly quality reviews on time.

• Coach agents on overall call performance and their ability to meet and exceed defined quality standards.

• Use quality monitoring system tools, such as scorecards, to compile and monitor team and individual performance.

• Create monthly narratives for management that include service level gaps and KPI goals, as well as training recommendations.

• Facilitate and lead calibration and focus group sessions to evaluate performance and scoring consistency.

• Inform and document management about compliance risks for further review and evaluation.

• Continually evaluate and identify key behaviors that improve the customer experience.

• Assists with other duties as assigned or as directed.

Harris County is an Equal Opportunity Employer
  https://hrrm.harriscountytx.gov/Pages/EqualEmploymentOpportunityPlan.aspx
 If you need special services or accommodations, please call (713) 274-5445 or email ADACoordinator@bmd.hctx.net.
 
 This position is subject to a criminal history check. Only relevant convictions will be considered and, even when considered, may not automatically disqualify the candidate.

Education:

• High School Diploma or equivalent

Experience:

• 2 years of previous call center experience

• Required to have CRM and Cloud Telephony experience

• At least 1 year Pubic Sector Experience

Knowledge, Skills, and Abilities (KSAs):

• Must be able to manage multiple tasks and have excellent organizational skills.

• Must be able to adapt to constant and uncertain change

• Dedicated work ethic with a commitment to customer experience excellence

• Initiative and vision: develop strategy and deliver results

• Familiar with Microsoft Applications

• Strong and effective presentation skills

• Excellent communication skills – both written and verbal

• Perform other quality related tasks as directed by your manager

• Strong listening, analytical and research skills

Applicants for this position will be subject to a criminal background check that includes being fingerprinted. This applies to any position with network access to Criminal Justice Information Services (CJIS) or access to an area where CJIS is received, maintained or stored either manually or electronically (i.e. custodian, maintenance).
 
 Automatic Disqualification:

• Convictions, probation, or deferred adjudication for any Felony, and any Class A Misdemeanor 
• Convictions, probation, or deferred adjudication for a Class B Misdemeanor, if within the previous 10 years 
• Open arrest for any criminal offense (Felony or Misdemeanor) 
• Family Violence conviction

Education:

• Bachelor's Degree

Language:

• Bi-lingual in Spanish, Vietnamese, or Chinese

Experience:

• 2 years of providing performance improvement feedback and recommendations to employees

Knowledge, Skills, and Abilities (KSAs):

• Display a passion for creative problem-solving and developing meaningful strategies to evolve the Quality and Training Department.

• Maintain a thorough, in-depth knowledge and understanding of department policies, procedures and systems including Genesys, Service Now, PeopleSoft, SharePoint, MS Teams, and MS Office Programs.

Salary : $100 - $0