Quality Assurance Specialist - CX

Requisition Title

Description

At Percepta, we bring first-class service across each market we support. As a Quality Assurance Specialist in Melbourne, FL, you’ll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture.

What You’ll Be Doing The Quality Specialist is responsible for monitoring and evaluating representatives in an innovative new program. The emphasis is on building an environment that is supportive of Best-in-Class customer centric culture and ensures the programs and representatives incorporate our core values into their daily job responsibilities. This includes monitoring interactions with clients, coaching (if applicable for program), and tracking the measurable delivery of quality service and care to ensure client and program standards are maintained or exceeded. Also, supporting Abay, meeting attendance (as needed), meeting/exceeding the monthly expectation for operations support and special assignments as assigned.

During a Typical Day, You’ll

• Promote teamwork and help develop a premier culture within the department and throughout the program that is founded upon exceptional customer service.

• Actively work towards QA Department goals and implementation of processes

• As required, participate in calibration sessions and meetings with Training and Operations

• Prepare performance evaluations of the Representatives and interactions with clients to help the employees get a better sense of their strengths and opportunities for development.

• Evaluate performance in accordance with standards and with the intent of helping our representatives to be Best-in-Class.

• Suggest improvements and develop unique ideas to improve the client experience and keep the program second to none.

• Monitor live and/or recorded agent interactions with customers to ensure adherence to client and Percepta standards.

• Conduct 1-1 coaching sessions with representatives to deliver feedback.

• Complete special projects and developmental opportunities

• Participate in any Operational re-current training and departmental meetings to stay abreast of changes within the program.

• Quality Specialist will be scheduled to support Operations each month. Responsibilities could include, but are not limited to:

o Contact Handling Time

o Subject Matter Expert duties (Operational and Training)

o Re-current Training Facilitator

o Special Assignments as assigned.

• Amend and improve processes as needed.

• Facilitate business process definition meetings as needed in support of process management and assist with the implementation of process changes.

• Actively involved in own professional development, making suggestions, and completing developmental opportunities as assigned.

What You Bring to the Role

• Minimum 3-5 years of public relations, public affairs, sales, marketing, or customer service experience.

• 1 year of luxury hospitality, automotive, concierge, etc. experience required.

• A passion for one of the three items below is important as we are seeking people who want to build a career that is aligned with their interests:

o Exceptional customer service

o Automotive industry

o Cutting edge technology

• Data entry and proofreading skills required.

• Ability to interact effectively with all levels of employees and management.

• Excellent PC navigation skills, with proficiency in Microsoft Office

• Superior oral, written and interpersonal communication & presentation skills.

• Excellent organizational and time management skills

• Ability to think differently, provide new solutions to old problems and have a “can do” spirit.

• Strong attention to detail & active listening

• Proven ability to perform in a fast-paced environment & be flexible in an ever-changing business environment.

• Ensure flawless execution in quality actions and strategies.

• Ability to work in a team environment as well as autonomously.

• Maintain a positive work environment that fosters team performance and supports the culture and values of the organization.

• Able to work a flexible schedule to include extended evening and weekend hours as needed on a limited basis.

What You Can Expect

• Health/Dental/Vision/Life Insurance

• Flexible Spending Account (FSA) and Health Savings Account (HSA)

• 401(k) with company match

• Vacation/Sick Time and Paid Holidays

• Tuition Reimbursement

• Employee Assistance Program

• Employee Discount Program

• Training and Development Programs (Percepta College)

• Employee Rewards Program (Perci Perks)

About Percepta
Established in 2000, Percepta has contact centers across the globe that proudly deliver a frictionless customer experience to our clients.

Our values are the heartbeat of our organization, and we live, breathe, and play by them every day. As a Percepta team member, you can expect:

Culture of Service – to be treated like you are the customer from day one

Teamwork– belonging to a supportive family team environment that encourages growth, fosters trust and open communication, and acknowledges value of your contributions

Respect– a team that is accountable, dependable and gives you their full attention

Proactive– to surround yourself with solution-oriented people who strive to improve themselves, others, and the organization

Career Growth – lots of learning opportunities for aspiring minds

Diversity – be a part of our growing diverse and community-minded organization that is all about having fun!

Competitive Compensation – we take care of family, which is why we offer more than just competitive wages and great benefits. Our programs offer incentives and promote physical, mental, and financial wellness.

As a condition of employment, Percepta requires all employees hired in the United States to successfully pass a background check and, depending on location and client program, a drug test. Percepta is an Equal Opportunity Employer.

Please note that neither Percepta nor any of the agencies that recruit on our behalf will ever ask for any payments or personal information such as bank account details from applicants at any point in the recruitment process.