Job details
Salary $18 an hour job type full-time
Full job description
Overview:
We are seeking a quality specialist ii on our customer support team with at least 3 years of experience to help us fulfill our mission of helping people achieve education and workplace successPreference is to have this position located onsite at the act headquarters in iowa city, iowaHowever, we will consider candidates who will work remotely in the us as wellThis is a remote position.
The primary responsibility of this position is to actively monitor and improve the quality of the service act provides its customersThe quality specialist will ensure that best practices and established procedures are followed for all customer interactions by monitoring and scoring phone calls, live chats, emails and processes in order to provide consistent feedback for individual agents, as well as for the customer support team as a wholeIn coordination with act leaders, you will be expected to help coach and provide feedback that will drives the importance of our customer support ethos with our agents and advocates.
Starting pay is $18/hour with competitive benefits and generous paid time off.
Standard work hours are 8:00 am to 4:30 pm or 8:30 am to 5 pm, monday through friday, based on the time zone in which you are workingAdditional hours may be offered or required during the year based on call volumes and other business needsTraining hours during the first three weeks of work are 8:30 am to 5:00 pm, central time zone, monday through fridayAbility to attend training for the entire three weeks is required.
What you will be working on:
Analyze and use data to identify the continuous learning needs of team members and conduct individual coaching sessions to ensure team members develop the skills and knowledge required to promote team, individual, and customer success through collaboration
Collaborate with leaders and team members to maintain smooth processing procedures, coordination of effort, resolution of problems, and a uniform application of policy
Support the quality monitoring process—from data collection and analysis to the delivery of actionable insights, as well as leading quality assurance meetings and calibration sessions to ensure consistent and accurate scoring across all teams
Coordinate continuous improvement activities across the customer support team by identifying customer pain points and driving projects to improve the customer experience through system, process, and procedural enhancements that leverage customer feedback, contact logs, and application data, and quality monitoring data
Use quality monitoring data to track and report performance at the department, team and individual levels
Create and share standard quality reports to act leaders and trainers to help improve training techniques, curriculum, and schedules
Support tier 2 customer contacts as needed during peak volume times
This could be the job for you if you have (minimum requirements):
3 years customer service or related experience
High school diploma or an equivalent combination of education and experience from which comparable knowledge and abilities can be acquired
Ability to uphold act’s values, respect every customer, and exude patience in challenging situations
Ability to uphold act’s customer support ethos
Ability to analyze, triage and remediate internal and external customer feedback
Ability to work both independently and as part of a team
Ability to be consistent, reliable and predictable in managing work responsibilities and obligations, follows through on commitments and consistently meets deadlines
Inclusion – actively seeks and engages with diverse perspectives and invites a sense of belonging
Communication – ability to communicate effectively across all levels in the organization
Information literacy – uses subject matter knowledge and skills to effectively acquire and apply information
Optimization – ability to apply continuous improvement to existing processes and programs
Innovation – develops ideas that are new, better, or unique; embraces and promotes diverse perspectives
Change management – ability to manage change and navigate positively in an environment experiencing change at a fast pace
Initiative – uses self-starter approach, ability to prioritize and multi-task, proactively anticipates and acts on information and details needed, completes tasks with little to no direction, good attention to detail
Accountability - takes responsibility and follows through on commitments; acknowledges and learns from mistakes without blaming others; recognizes the impact of one`s behavior
It’s a plus if you have:
Quality assurance background/experience
Previous experience and demonstrated success leading, managing, and building teams
Your work makes a difference
Act team members are part of an organization dedicated to an important mission: helping people achieve education and workplace success.
Everything we do contributes to this mission, including team member events, professional development resources, community outreach opportunities and solid benefit offeringsHelping team members achieve education and workplace success of their own advances the act mission on a daily basis.
You will be joining a small but effective quality team that is hard working and focused on enhancing the customer experience and ultimately supporting team member growth through coaching and feedback.
About act:
When act was founded in 1959, it disrupted the assessment industry with a new approach to helping students better understand their readiness so they could take steps to improve itBy leveraging our expertise and authority in assessment and research, we will again disrupt the industry—helping more people learn, better measure their progress, and improve their navigation through life’s transitions.
More than ever before, act is fulfilling its mission of helping people achieve education and workplace successWe’re doing it by pushing the boundaries of learning innovation through the work of our people, who we call team members because we’re all in this together.
We know transformation does not come without challengeThat’s why act invests in a variety of experiences for team members to strengthen their connections, explore ideas, learn from customers, and celebrate success.
Learn more about working at act at act.org!
