Contact Center Quality Assurance Auditor monitors and measures the quality of inbound and/or outbound customer service calls. Prepares and presents audit reports for management to identify the issues and performance. Being a Contact Center Quality Assurance Auditor assists with feedback and training of individuals who have contact with customers. Typically requires a bachelor's degree. Additionally, Contact Center Quality Assurance Auditor typically reports to a manager. The Contact Center Quality Assurance Auditor gains exposure to some of the complex tasks within the job function. Occasionally directed in several aspects of the work. To be a Contact Center Quality Assurance Auditor typically requires 2 to 4 years of related experience. (Copyright 2024 Salary.com)
Pay Range : $16.00 - $21.14The Contact Center Agent I is responsible for researching, troubleshooting, and resolving customer inquiries.
Provide customers information regarding their deposit and loan accounts, as well as product or service information. Complete account, product maintenance as well as complete monetary customer transactions.
Responsible for creating a positive customer experience and representing the NBT brand and core values.
The Contact Center supports customer inquiries through phone, message center, social media, e-mail, and other channels. Focusing on a single customer support channel, the incumbent will satisfy customer inquiries directly and recognize non-standard transactions to escalate.
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Tasks Performed :
55% Responsible for resolving consumer customer inquiries via one customer support channel. Use active listening skills, ask probing questions to collect information needed to resolve customer inquiries.
Provide customer with account, product or service information. Source data across multiple banking systems in order to research and resolve customer inquiries.
Guide customers through basic troubleshooting steps Responsible for learning new products, and services in a fast-changing environment.
Accountable for meeting metric driven goals.
20% Responsible for creating a positive customer experience and achieving defined satisfaction goals on customer satisfaction surveys.
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Last updated : 2024-04-03
0 Contact Center Quality Assurance Auditor jobs found in Utica, NY area