Call Center Customer Service Professional - IV

Client's National Quality Assurance provides stakeholders strategic insight into Consumer and Mass Business broadband, video and voice services. This team is focused on delivering insight into call drivers and volume reduction opportunities, process and training effectiveness, agent execution, customer reactions to initiatives, and pain points that can be focused on to improve the customer experience. Responsibilities �Conduct call observations using an online observation system, Qfiniti (call recording system) and Nexidia (data mining system) to deliver core customer experience data, analysis and recommendations to the observation team to be communicated outward �Complete 100% of assigned observations �Success is measured on productivity (completing monitors) and accuracy (were the questions answered correctly) �Ability to articulate overall findings and recommendations both verbally and in writing is also an important skill �Act as an advocate to identify and improve customer satisfaction Required Skills & Experience ��Experience working in VZ call center, call center support, PM or quality related work �Product, CoFEE and Qfiniti knowledge desired �CSSC/BSC experience is a plus �Strong understanding of call center processes �Strong listening and written/oral communication skills �Attention to detail �Strong attendance is key to success and necessary to meet objectives �Must have ability to work independently and in team environment �Accuracy in monitoring is critical to this position �Maintains a desire to improve overall customer experience �Bilingual is a plus Vivek Salvatore vivek.salvatore(@)americanetworks.com (973) 582-3458