Quality Assurance

Job Summary

Quality Assurance responsibilities include but are not limited to assigning work, implementing and enforcing policies/procedures, and recommending improvements in the call center operations. Quality Assurance will monitor daily interactions such as calls, SMS, chat, and WhatsApp from start to finish and evaluate customer sessions to ensure that customer expectations are met, and company standards are upheld. Bilingual in English and Spanish with verbal communication and written skills will be considered a plus.

Duties/Responsibilities

· Monitor and assess customer interactions and collaborate to maintain consistent compliance with the company's customer service regulations.

· Works on various technical and customer service-related correspondences to ensure customer issues are resolved in a timely manner.

· Communicate regularly with other members of the support team to discuss recurring problems and to share solutions and best practices.

· Developing and executing plans to ensure services meet quality standards and objectives.

· Participate in calibrations to examine interactions, results, and ensure accuracy.

· Identifying issues and ensuring they are escalated or redirected to the appropriate teams for resolution.

· Research specific issues, trends, and complex inquiries identified through the monitoring process and respond to call center partners disputes or questions as necessary.

· Document inbound or outbound customer interactions when necessary.

· Write and submit cases when necessary.

· Provide updates to management as necessary.

· Identifies opportunities to update or improve customer service procedures and makes recommendations to the appropriate staff.

· Maintains and manages tasks to complete closure.

· Performs other related duties as assigned.

Required Skills/Abilities

· Self-motivated with the ability to multitask.

· Must possess excellent written and oral communication skills.

· Exceptional customer service skills - preferably phone/chat/email experience.

· Preferred skills include technical and troubleshooting expertise, particularly with Windows, Chromebooks, and Linux operating systems.

· Ability to determine the root cause of a customer’s complaint and identify appropriate solutions using active listening, empathy, and professionalism.

· Must possess excellent interpersonal skills with the ability to work in a collaborative team environment.

· Have a good understanding of company policies and procedures.

· Must have a strong working knowledge of e-mail, and other software as supplied by Acer.

· Ability to coach and mentor customer service representatives.

· Proficient in Microsoft Office Suite or related software.

Education and Experience

· High school diploma or equivalent; and a minimum of 6 months related experience or training; or equivalent combination of experience and education.

Schedule Requirements

· Preference will be given to candidates within commuting distance of our Temple, TX site. Highly qualified remote candidates are welcome to apply.

· Work is performed full-time, Monday through Friday during standard working hours; day shift 8:00 AM to 7:00 PM, must be able to work a shift schedule that falls during these workdays and hours.

· Local candidates are expected to perform work functions at the office 3 days per week + 2 days per week working remotely.

· Some evening meetings may be required to accommodate various resource time zones.

· Quarterly + as-needed on-site team meetings will also be held. Participation is required.

· Ability to maintain a 96% (rolling 13-week) attendance average

· Office and remote workdays are subject to change at any time.

Physical Requirements/Work Environment

· Prolonged periods sitting at a desk and working on a computer.

· Frequently required to use hands for keyboarding and telephone operation

· Specific vision abilities required by this job include close vision and the ability to adjust focus.

· Occasionally required to walk, stand and reach with arms.

· Must be able to lift up to 10 pounds at times.

· While performing the duties of this job, the employee will work in ambient room temperatures with lighting and traditional office equipment as found in a typical office environment