Quality Assurance Coordinator

Quality Assurance Coordinator

We currently have an excellent opportunity for an experienced Quality Assurance Coordinator.  This person will work in our corporate office located in Highland, Indiana.  Levin Tire & Service Center, Inc. currently has 6 locations.  We offer full benefits which consist of Health, Life, Dental, Short-term and Long-term Disability Insurance, 401k, and Paid Vacation and Holidays.  If you are looking to be part of stable, growing and professional environment, we are place for you!

 The Quality Assurance Coordinator is primarily responsible for monitoring and evaluating communications to ensure quality.  This individual will also be responsible for analyzing trends, identifying areas of concern and disseminating data to the appropriate management staff.

• Participates in design of call monitoring formats and quality standards.
  
• Performs call monitoring and provides trend data to the General Manager.
  
• Uses quality monitoring data to compile and track performance at team and individual level.
  
• Participates in client listening programs to identify customer needs expectations. 
  
• Prepares and analyzes internal and external quality reports for the General Manager to review.
  
• Review and assess internal client servicing and case implementation practices/procedures and coordinate improvement strategies when needed. 
  
• Identifies, develops and documents audit issues and recommendations using independent judgment concerning areas being reviewed.
  
• Provide prompt, detailed root cause analysis and corrective actions, with verifiable results to customer concerns. 

• Bachelor’s degree or equivalent related work experience
  
• 2-3 years experience in a call center environment, including prior experience providing feedback to Call Center Agents
  
• Demonstrated ability to provide targeted, effective, and positive developmental feedback
  
• Strong understanding of Quality Assurance process and tools
  
• Superior English language, business writing, and grammar skills
  
• Must have a mature approach to business, exemplary critical thinking, and active learning skills
  
• Passion for customer satisfaction and interest in building great relationships
  
• Strong sense of integrity and business ethics, and an ability to maintain employee confidentiality
  
• Knowledge of monitoring systems and Microsoft Office Suite: Word, Excel, PowerPoint, and Outlook
  
• Demonstrated ability to fulfill Company Key Behaviors
  
• Ability to work assigned/flexible hours necessary to complete the job on a weekly basis
  
• Exceptional listening and analytical skills
  
• Professional oral, written and interpersonal communication skills
  
• Dedication to providing exceptional customer service
  
• Excellent organizational skills
  
• Ability to multi-task effectively
  
• Strong knowledge of customer service processes and techniques
  
• Ability to function independently with little supervision
  
• Ability to project a positive attitude
  
• Effectively communicate new ideas and implement when appropriate
  
• Effectively interact with all levels of contacts