Call Center Quality Assurance Specialist

  • Green Job Crawler
  • Huntsville, AL
  • 27 Apr, 2020

Job Description

**Call Center Quality Assurance Specialist** Location **Huntsville, Alabama** Department (Org 2) **Customer Care I40173** Job Requisition **24070** Company: **LG Electronics Alabama Inc. (LGEAI) - Service** Job Function: **Customer Service** At LG we make products and services that make lives better, easier and happier through increased functionality and fun. Put simply, we offer the latest innovations to make “Life Good” – from home appliances, consumer electronics, vehicle components and mobile communications to business innovations in digital signage, air conditioning, solar and LED lighting. As a global leader, we strive for greatness in product leadership, market leadership and people leadership to realize our growth strategies. Talk about a mantra. Life’s Good with LG! We offer an environment that enables colleagues to demonstrate their capabilities, focus on their work and create value. At LG, you're encouraged to take a creative and individual approach to challenges with strong emphasis placed on performance and skill—and equal, merit-based opportunities across the board. We want our colleagues to grow with our global business. That's why we deliver sure rewards for exceptional performance and offer industry-leading benefits including 100% company paid premium medical, dental and vision benefits, an employer matching 401K, ten paid holidays per year, and paid time off; Come join the team! **Position Summary** The Call Center Quality Assurance Specialist is responsible for auditing, analyzing, and managing callcenter performance that ensures the highest level of customer service. This individual will collaborate withmultiple departments and outsourced vendor call centers to ensure that sites are executing supportwith a high degree of accuracy and effectiveness that drives both agent performance and customer satisfaction. **Key Responsibilities** + Conduct contact center performance analysis and create detailed action plans on where to improve performance. + Review and resolve all incoming escalations from appropriate escalation channels in a timely manner + Follow Internal escalation matrix to ensure escalations are forwarded to appropriate stakeholders + Responsible for listening to customer calls and evaluating consumer data to measure agent service skills & policy adherence. + Responsible for continuous process improvement recommendations + Responsible for creating and implementing a training curriculum designed to develop call center employees to support specific LG product line. + Develop corresponding resource materials, web reference materials, process guides, and comprehension assessments. + Respond to internal inquiries related to customer call handling or service support of specific product lines. **Education/Experience (related experience)** + Associates’ degree and a minimum of 3 years’ of relevant experience required. + Bachelor's degree with a minimum of 2 years’ of relevant experience preferred + Minimum 2 years’ call training or quality assurance experience required + Minimum of 2 years’ of experience utilizing MS Office Suite, Intermediate Level Excel (Pivot tables, V-Lookup, IF Functions) preferred LG Electronics, USA Inc.; LG Mobilecomm USA, Inc., LG Mobile Research USA LLC, and Zenith Electronics LLC provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law. Further, the Company takes affirmative action to ensure that applicants are employed and employees are treated during employment without regard to any of these characteristics. \#LI-AW1