Call Center QA Analyst-96217

Description

Every day, the people of TSYS® improve lives and businesses around the globe through payments. We make it possible for millions of people to move money between buyers and sellers using our payments solutions including credit, debit, prepaid and merchant services.

We are "People-Centered Payments", and our team has the unique opportunity to help create a world in which payments make people's lives easier and better.

This is both a tremendous honor and an important responsibility for those who accept the challenge. If you are looking to make a valuable difference for people everywhere and for yourself TSYS may be the right place for you.

Summary

Monitors, evaluates and scores a specified number of calls each month for all clients in order to provide an overall assessment of call center and collections quality.

Enters quality scores into a database for tracking and reporting purposes. Quality issues and performance measures are used to ensure the highest level of customer service to cardholders while maintaining the integrity of the client.

The Call Center QA Analyst will responsible for auditing, analyzing, and managing call center adherence to the Netspend Quality Assurance Program.

This individual will collaborate with multiple departments and outsourced vendor call centers to ensure that sites are implementing the program with a high degree of accuracy and effectiveness that drives agent performance.

Responsibilities :

• Audit representative samples of QA Evaluations in all call center locations to assess accuracy of scoring and analyze results to uncover areas of opportunity for improvement
• Develop and implement improvement strategies with call center QA teams and center leadership to drive performance improvement to Key Performance Indicators
• Manage communication between internal support departments and call center sites to ensure training and knowledge portal information is accurate and effective.
• Maintain awareness of call volume trends and customer needs to make recommendations for process changes / improvements that will promote a superior customer experience.
• Lead calibration meetings with key stakeholders to develop excellence in Quality Assurance evaluation assessments across the enterprise.
• Analyze call trends through call listening to uncover customer concerns that drive the business and work with internal departments to develop solutions to improve the customer experience.
• Attend project status and planning meetings as needed.

Qualifications

Skills / Education / Experience :

• Bachelor’s Degree preferred.
• At least 4 years experience working in a call center environment required.
• 2 years experience in Call Center Quality Assurance preferred.
• Experience with Process improvement and change management preferred.
• Experienced with different Relational databases like Teradata, Oracle and SQL Server preferred.
• Experience with Speech Analytics platforms such as Nexidia a plus.
• Proficient in MS Office suite, especially Excel.
• Proficient in leading meetings, providing feedback, and coaching for improved performance.
• Strong analytical skills.
• Strong written and verbal communication skills.
• Ability to work well in a fast paced collaborative work environment.
• Exceptional project management skills and attention to detail.
• Knowledge of customer segmentation methodologies preferred.
• Ability to manage priorities and set direction for a team.
• Experience communicating with team members and key stakeholders and setting expectations.
• As provided in NetSpend's Background Check policy, eligible candidates may be subject to drug, criminal history, and credit checks, which will be conducted and used in accordance with applicable local, state, and federal laws.

Job : Quality & Process Improvement

Primary Location : US-Texas-Austin

Organization : NetSpend Corporation

Schedule : Full-time

Job Posting : Dec 6, 2016, 1 : 56 : 15 PM

Unposting Date : Ongoing

Recruiter : LaVonne Sheets

Call Center Associate (Full Time / Part Time) Renewal by Andersen I Esler CompaniesAustin, TX What You'll Be Doing : You’ll speak with interesting people who contact us from our nation-wide omni-channel marketing program.

During your conversation, you’ll diagnose their window problems, delight them with kindness and schedule a convenient time for a Project Consultant to visit their home and calculate an exact price.

We're more family than business! Our business is thriving, and we need talented people to join our team. At Renewal by Andersen / Esler, we don’t just sell the best-known windows.

We do business With Love by caring for teammates and customers like family! Work / Life Balance : We can build a full time or part time schedule that fits your life and guarantee those hours every week! Get Promoted Faster : In 2022, we promoted 27 teammates! Earn More Money : Many teammates earned $50,000 - $60,000 in 2022 in this position! Work from Home : After one year in good standing, you’ll be eligible to work from home.

Family Culture of Care : Work with your friends and get paid out for your referrals! Company outings, contests, profit sharing, paid volunteer time, 3 : 1 charitable match, tuition reimbursement, free laundry and more!

WHAT YOU'LL BRING - THE PERSON

• The ability to work in a fast-paced environment and collaborate.
• The drive to hone your craft and consistently achieve goals
• A warm communication style and capable computer skills
• A positive attitude with the ability to multi-task
• Curiosity and willingness to learn and grow
• Attention to detail
• Weekend availability

WHAT'S IN IT FOR YOU - THE BENEFITS

• Medical Insurance
• Flexible Spending Account (FSA)
• Health Savings Account (HSA)
• Telehealth : 24 / 7 access to physicians
• Alight-Personal Health Advocate
• Prescription drug Insurance
• Dental Insurance
• Vision Insurance
• Life Insurance / AD&D $50,000 Paid Coverage
• Additional Voluntary Employee & Spousal life insurance
• Short-term disability Insurance (STD)
• Long-term disability Insurance (LTD)
• Parental Leave
• Voluntary Critical Illness Insurance
• Voluntary Accident Insurance
• Teammate Assistance Plan
• Paid Volunteer Time
• 401k with 50% match up to 6% of your annual pay
• Tuition Reimbursement

QUOTES FROM OUR ANNUAL VOICE OF THE TEAMMATE SURVEY There are strong ethics in place at this company. Employees share in the success of the company with profit sharing.

Incentives are structured to reward hard work. This company provides empathy as well as workable options to more than provide understanding towards family living and life hiccups.

The company’s position, goals and aspirations are clear. Most important is transparency. Whether good or bad we know how the business is doing.

That is not the norm. Being able to be myself and work with people who care as much as I do is something I’ve never experienced.

Work isn’t supposed to be as fun as it is, but I work with awesome people that make me want to come to work on my best days and not dread it on my worst.

It's amazing. Esler Companies Renewal by Andersen received EIGHT Top Workplace Awards in 2022 for Compensation & Benefits Work-Life Flexibility Purpose & Values Leadership Innovation Professional Development Employee Appreciation Employee Well-Being.

Empowered to be Extraordinary. We believe in our people. And that's why we empower you to develop a career path that supports your unique voice and talents.

THE RENEWAL BY ANDERSEN ESLER COMPANIES STORY Renewal by Andersen is the full-service window-replacement division of 115-year-old Andersen Corporation, the owner of the most trusted family of window brands in America.

RbA was founded with a mission to redefine the industry and to offer a different and better window-replacement experience.

Renewal by Andersen has seven company-owned locations, and over 100 independently owned affiliates across the United States.

The Esler Companies is the holding company for a fleet of the top Renewal by Andersen (RbA) affiliates in Arizona, Colorado, Texas, Oklahoma, Greater Philadelphia, Southern New England, Southern Maine, Northern New Hampshire and a sales and marketing engine’ in Northborough, Massachusetts.

Esler Companies Renewal by Andersen is a proud equal opportunity employer. We are committed to fair hiring practices and to creating a welcoming environment for all team members.

Take a look at life at Esler Companies Renewal by Andersen at

Job Description - Bilingual Call Center Representative (059068)

Your Future Starts Here!

Description

Take the next step toward your new career today!

Become a part of the diverse and inclusive team within our nationally recognized award-winning Bank that is one of the strongest in the nation.

Woodforest National Bank is privately owned, and our Employee Stock Ownership Plan is the largest shareholder. We focus on building relationships and discovering opportunities to better serve our communities and understand the financial needs of every customer we serve.

At Woodforest we care and prove it by volunteering with local charities and foodbanks to give back to the communities we serve.

By joining Woodforest you will become a part of one of the largest employee-owned banks in the country!

The Customer Experience Specialist I (Bilingual) is responsible for delivering our vision and building relationships with our customers in a call center environment.

This position requires you to demonstrate leadership skills and genuine interest in contributing to the Woodforest culture and supporting the customers to achieve their financial goals while maintaining the trust of our customers and communities.

Key Responsibilities :

• Manage customer relationships in an inbound / outbound call center and work in a fast-paced environment that requires accuracy, use of critical thinking while multi-tasking, toggling between multiple systems and reaching resolutions in an efficient manner.
• Will be required to meet and / or exceed minimum performance standards and will be measured with incentive opportunities across multiple operational thresholds.
• Provides timely and accurate customer service support such as processing service requests and account updates, resolving issues, and providing information regarding banking products, policies, online services, and customer accounts.
• Actively identifies appropriate opportunities to market additional bank products and effectively cross sell products to meet the customer needs.
• Will be required to read frequent updates and learning material; and must be able to implement immediately into calls with accuracy.

Competencies Required :

• Ability to work within the operating hours and days for this position; demonstrate good attendance and punctuality.
• Ability to learn multiple banking systems, including Microsoft Word and Outlook.
• Knowledge of / or ability to quickly learn banking and lending products, services, policies, procedures, regulatory guidelines, as well as engaging in a sales and service process.
• Ability to maintain the highest level of confidentiality, follow directions, and apply proper policies, procedures, and guidelines.
• Excellent organizational skills with the ability to prioritize workload and multi-task in a fast-paced environment while maintaining accuracy and attention to detail.
• Demonstrated ability to maintain composure and convey a positive attitude while interacting with customers and internal team members.
• Outstanding listening and communications skills, both written and verbal.
• Customer service orientation with effective problem-solving abilities.
• Ability to meet or exceed business goals and objectives, while fostering a team atmosphere.
• Comfortable receiving ongoing performance feedback and coaching.

Qualifications

Minimum Qualifications / Experience :

• 1+ years’ Customer Service experience required.
• 1+ years’ experience in a professional call center environment preferred.
• 1+ years’ experience in a financial services environment preferred.
• Fluent in Spanish (required).

Formal Education & Certification :

• High school diploma or equivalent.
Work Status :
• Full-Time.
• Full-Time.

Supervisory Responsibility :

None.

Travel :

5-10% - Negligible amount of travel expected.

Working Conditions :

• Professional call center environment with extensive use of telephone and personal computer. Conditions involve lifting no more than ten pounds, sitting most of the time, but may involve walking, moving, or standing for brief periods, and occasionally lifting and carrying articles like files, ledgers, folders, etc.

Job Description

We are looking for a customer-oriented service representative. A customer service representative, or CSR, will act as a liaison, provide product / services information and resolve any emerging problems that our customer accounts might face with accuracy and efficiency.

The best CSRs are genuinely excited to help customers. They’re patient, empathetic, and passionately communicative. They love to talk.

Customer service representatives can put themselves in their customers’ shoes and advocate for them when necessary. Customer feedback is priceless, and these CSRs can gather that for you.

Problem-solving also comes naturally to customer care specialists. They are confident at troubleshooting and investigate if they don’t have enough information to resolve customer complaints.

The target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction.

Responsibilities

Manage large amounts of incoming calls Generate sales leads Identify and assess customers’ needs to achieve satisfaction Build sustainable relationships and trust with customer accounts through open and interactive communication Provide accurate, valid and complete information by using the right methods / tools Meet personal / customer service team sales targets and call handling quotas Handle customer complaints, provide appropriate solutions and alternatives within the time limits;

follow up to ensure resolution Keep records of customer interactions, process customer accounts and file documents Follow communication procedures, guidelines and policies Take the extra mile to engage customers.

Generate sales leads Identify and assess customers’ needs to achieve satisfaction Build sustainable relationships and trust with customer accounts through open and interactive communication Provide accurate, valid and complete information by using the right methods / tools Meet personal / customer service team sales targets and call handling quotas Handle customer complaints, provide appropriate solutions and alternatives within the time limits;

follow up to ensure resolution Keep records of customer interactions, process customer accounts and file documents Follow communication procedures, guidelines and policies Take the extra mile to engage customers.

Identify and assess customers’ needs to achieve satisfaction Build sustainable relationships and trust with customer accounts through open and interactive communication Provide accurate, valid and complete information by using the right methods / tools Meet personal / customer service team sales targets and call handling quotas Handle customer complaints, provide appropriate solutions and alternatives within the time limits;

follow up to ensure resolution Keep records of customer interactions, process customer accounts and file documents Follow communication procedures, guidelines and policies Take the extra mile to engage customers.

Keep records of customer interactions, process customer accounts and file documents Follow communication procedures, guidelines and policies Take the extra mile to engage customers.

Qualifications

• Proven customer support experience or experience as a client service representative
• Track record of over-achieving quota
• Strong phone contact handling skills and active listening
• Familiarity with CRM systems and practices
• Customer orientation and ability to adapt / respond to different types of characters
• Excellent communication and presentation skills
• Ability to multi-task, prioritize, and manage time effectively
• High school degree
• Location : Nationwide except CA, CT, MA, MD, NY, OR, WA, or WI

Additional Information

• Paid Training
• Paid Time Off
• Flexible Schedule
• Telehealth Care Plan
• Training & Development
• Advancement Opportunities
• All your information will be kept confidential according to EEO guidelines.

This is a 3-day-a-week hybrid position based in our office in Austin, TX. Summary : 360Connect is a growing B2B lead generation company that has been in business since 2005.

We are excited about 2023 and have extremely aggressive growth plans for next year as well. This is where you come in! We want to add to our Lead Processing team, which oversees the long-term, trusting relationships we have built with our customers.

Each of our Call Center Representatives is a supportive and strategic partner to our existing customers. Our ideal candidate will work on behalf of the business and the client, has experience working with external customers, is familiar with CRM software, and understands how to maintain and grow relationships.

Culture At 360Connect, we help our customers solve one of the most challenging problems in business acquiring new customers.

We do this by providing marketing in a box where we find, qualify, and deliver sales-ready prospects to our clients. On average, our customers see a $7-to-$15 return on every $1 spent on our service and rate us at 4.

5 stars on Google Reviews. As one customer said, 360Connect leads help put us on the 20-yard line...and every little bit helps these days! To learn more about us, check out our website at www.

360Connect.com. We have a diverse team of hard-working, fun-loving individuals. We believe in six core values which include : 1.

Do what it takes to deliver excellent results. 2. Bring a proactive, solution-oriented attitude. 3. Act with integrity and respect.

4. Communicate directly and honestly. 5. Do what you say you are going to do. 6. Always learn and try new things. We walk the talk on our core values at 360Connect.

The Austin-American Statesman has named us as a Best Places to Work for the last Nine years in a row. Does this sound like a place you would like to work?

We would love to talk to you! Responsibilities 360Connect is seeking highly motivated, responsible, organized, customer service-oriented individuals.

This role requires strong attention to detail. This position is currently hiring for morning and evening shifts. The schedule is Monday through Friday.

Type over 50 words a minute Ability to communicate effectively on the phone with proper grammar. Possess the interpersonal skills to meet with clients who may be upset by a situation.

1 year of customer service experience Ensure the timely and successful delivery of our solutions according to client needs and objectives that align with the 360 business model Ability to navigate the internet Expand the business relationship with existing clients and / or identify areas of improvement Prepare reports on account status Collaborate with internal team to identify and grow opportunities Job Requirements : 40hrs / wk Outbound Call Center Position to provide excellent customer service and confirm our customers’ product / service needs.

Job Type : Full-time Hourly rate : $15.00 per hour Benefits : Dental Insurance Employee assistance program Flexible schedule Health insurance Health savings account Life insurance Paid time off Retirement plan Vision insurance Powered by JazzHR