Jobs for People with MS: National MS Society

Title: Quality Assurance Specialist

Category: Customer Service & Support

EmploymentType: Full-Time

Location: NJ-Clifton

LocationType: corporate

JobLocation: Clifton, New Jersey 07014

JobSummary: As a Quality Assurance Specialist, one of your main goals is to make the customer experience exceptional by ensuring all agents provide top-notch customer service and by driving continuous improvement. In this role, you will work collaboratively with the leadership team to share insights, drive new initiatives, and support ongoing actions related to quality.

WhatYouDo:

• Perform call monitoring and provides coaching notes and trend data to leadership team.

• Participates in design of call monitoring forms and QA Standards.

• Utilize quality monitoring data management system to compile & track performance.

• Coordinates & facilities call calibration sessions.

• Prepares & analyzes internal & external quality assurance reports for management staff review.

• Recommend appropriate action if further reviews are necessary and raise observations to management team

• Lead and organize meetings with various internal groups.

• Assist in setting guidelines & standards for contact-handling; review periodically to evolve to customer patterns and behaviors.

• Handle & resolve customer interactions.

Knowledge&Experience:

• 2-3 years Customer Service Experience.

• Ability to multitask and successfully operate in a fast-paced environment.

• Excellent oral & written skills.

• Solid time management.

• Understand and deliver excellent standards of service.

• Demonstrate good decision making.

• Direct work with productive results.

• Ability to organize, plan and prioritize workload.

• Communicate effectively, collaboratively, and comfortably through and with others.

• Give feedback honestly and respectfully.

EeoStatement: Barnes & Noble is an equal opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to age, race, color, ancestry, national origin, citizenship status, military or veteran status, religion, creed, disability, sex, sexual orientation, marital status, medical condition as defined by applicable law, genetic information, gender, gender identity, gender expression, hairstyle, pregnancy, childbirth and related medical conditions, reproductive health decisions, or any other characteristic protected by applicable federal, state, or local laws and ordinances.