Quality Assurance Coordinator

Req ID: 426819 

BASIC PURPOSE: The Contact Center Quality Assurance Coordinator is responsible for reviewing agent work (i.e. Calls and/or written communication and documentation) to determine that service quality standards are being met. They will be responsible for identifying and reporting on metrics and quality for the Customer Engagement Contact Centers. They will take calls or assist with written communication, updating knowledge bases as the business need requires.

MAJOR RESPONSIBILITIES:

• Responsible for reviewing agent work (i.e. Calls and/or written communication and documentation) to determine that service quality standards are being met.
• Responsible for identifying and reporting on metrics and quality of the Customer Engagement Contact Centers.
• Develop methods for quality improvement and tracking improvement over time, report and provide statistical analysis on feedback, and suggest strategy for long-term improvement of Customer Service opportunities.
• Identify training needs and communicate any knowledge and skill gaps.
• Develop and help maintain knowledge articles, job aids and training documents.
• Other duties assigned as needed.

EDUCATION AND EXPERIENCE:

• Education:
  • HS Diploma or equivalent required
  • College diploma or university degree in the field of computer science and/or two years equivalent work experience
• Experience:
• • Experience working in a team-oriented, collaborative environment.
  • At least 6 months experience in current role.

      SKILLS AND PHYSICAL DEMANDS:

• Skills:
• • Knowledge of basic computer hardware and peripherals
  • Ability to absorb and retain information quickly.
  • Ability to present ideas in user-friendly language.
  • Highly self-motivated and directed.
  • Keen attention to detail.
  • Proven analytical and problem-solving abilities.
  • Ability to effectively prioritize and execute tasks in a high-pressure environment.
  • Exceptional customer service orientation
  • Ability to manage numerous competing demands in an extremely high-stress environment.
  • Excellent verbal and written communication skills.
  • Knowledge of Microsoft Office.
• Typical Physical Demands:
• • Requires prolonged sitting, some bending and stooping.
  • 40-hour on-site work week
  • Occasional lifting up to 25 pounds
  • Manual dexterity sufficient to operate a computer keyboard and calculator.
  • Requires normal range of hearing and vision.

Job Function(s): Corporate 

Love’s Travel Stops & Country Stores is the industry-leading travel stop network in the United States. For more than 55 years, we’ve provided customers with highway hospitality and “Clean Places, Friendly Faces.” We’re passionate about serving drivers with clean, modern facilities stocked with fuel, food and supplies. We offer meals from popular restaurant chains, trucking supplies, showers and everything needed to get back on the road quickly. The Love’s Family of Companies includes:

• Gemini Motor Transport, one of the industry’s safest trucking fleets
• Speedco, the light mechanical and trucking service specialists
• Musket, a rapidly growing, Houston-based commodities supplier and trader
• Trillium, a Houston-based alternative fuels expert