Customer Service Quality Assurance Specialist

Dallas, TX, United States

Customer Service Quality Assurance Specialist Hoya Optical - Dallas, 651 E Corporate Dr, Lewisville, Texas, United States of America Req #2088

HOYA and Seiko Driven by passion for innovation and development, Hoya Vision is constantly moving boundaries. By use of extensive research and cutting- edge technology we provide tailored optimized experiences - both for the eye care professional and the spectacle wearer.

6310- Customer Service

Job Title: Customer Service Quality Assurance Specialist

Reports To: VP, Customer Success Operations

Location:

FLSA Status: Non-exempt

Position Objective:

The Quality Assurance Specialist is responsible for demonstrating a clear understanding of customer service, quality assurance, and contact center concepts and practices. The QA Specialist is responsible for monitoring and documenting customer service representatives’ (CSRs) call quality in support of the departmental quality goals and initiatives. This role will be responsible for the execution of quality monitoring and feedback to the CSRs, supervisors/managers, training, and the company overall, as voice of the customer. Ultimately, the QA Specialist is responsible for evolving CSR performance to deliver a consistent, outstanding customer experience across the enterprise. This position is designed for an internal candidate with extensive knowledge of HOYA’s customer service processes and tools, committed to driving continuous improvement and delivering exceptional customer service.

Essential Duties and Responsibilities include the following:

Quality Monitoring and Reporting: Regularly score and evaluate customer interactions for adherence to the standardized set of expected behaviors, with an emphasis on improving customer experiences. Interactions may include phone calls, emails, chat, and video sessions.

Data Analysis and Reporting: Generate detailed reports on contact center metrics to identify trends, forecast needs, and support strategic decision-making. Ensure accuracy and timeliness in all reporting activities.

Quarterly Scorecard Meetings: Lead the organization and facilitation of quarterly scorecard meetings to review performance metrics, discuss improvement strategies, and set actionable goals for the next quarter.

Feedback and Training: Provide both written and verbal feedback to managers and CSRs to aid in performance improvement. Recommend individual and group training sessions based on observed trends.

Process Improvement: Utilize insights gained from data analysis and quality monitoring to recommend enhancements to contact center operations. Collaborate with customer service leadership to implement effective changes.

Team Collaboration: Contribute positively to team culture and performance, assisting in miscellaneous department projects as needed

Additional Responsibilities:

In addition to the primary responsibilities above, the QA Specialist will be responsible for the following:

Coordinate and facilitate management calibrations and manage incoming QA disputes.

Create and distribute a quarterly QA newsletter and monthly recognition flyer to share insights and updates with the team.

Travel up to 10% to headquarters and potential meetings for strategic alignment and training.

To perform the job successfully, an individual should demonstrate the following competencies:

Oral Communication - Speaks clearly and persuasively in positive or negative situations.

Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs.

Analytical - Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data; Designs workflows and procedures.

Business Acumen - Understands business implications of decisions; Aligns work with strategic goals.

Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.

Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations.

Interpersonal Skills - Maintains confidentiality.

Change Management - Develops workable implementation plans; Communicates changes effectively; Builds commitment and overcomes resistance; Prepares and supports those affected by change; Monitors transition and evaluates results.

Quality Management - Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness.

Cost Consciousness - Works within approved budget; Develops and implements cost-saving measures; Contributes to profits and revenue; Conserves organizational resources.

Diversity - Promotes a harassment-free environment.

Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.

Organizational Support - Follows policies and procedures; Supports organization's goals and values.

Judgment - Displays willingness to make timely decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process.

Motivation - Sets and achieves challenging goals; Demonstrates persistence and overcomes obstacles; Measures self against standard of excellence; Takes calculated risks to accomplish goals.

Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organizes or schedules other people and their tasks; Develops realistic action plans.

Safety and Security - Observe safety and security procedures; Determines appropriate action beyond guidelines; Reports potentially unsafe conditions.

Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.

Dependability - Commits to long hours of work when necessary to reach goals.

Attendance/Punctuality - Is consistently at work and on time.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience:

Bachelor's degree strongly preferred.

Optical industry knowledge required. Min 2 yrs.

Minimum 2 years of HOYA customer service experience.

Contact center training and CS QA experience in related industry preferred.

Ability to think critically, observe trends, and suggest improvements and/or tools to help improve the performance of CSRs and the overall business.

Strong knowledge of Microsoft Office (Word, Excel, PowerPoint) is required.

Must have strong verbal and written communication skills; bilingual is a plus.

Must have an aptitude for learning systems used by CSRs to support credible evaluation.

Must exhibit leadership and mentoring sensibilities and be flexible with work schedule as business needs require.

Language Skills:

Ability to read, analyze, and interpret training materials and customer service data. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers and employees.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this Job, the employee is regularly required to sit. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 10 pounds.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the work environment is usually low.

At HOYA, our foundation is built upon a diverse and inclusive work environment. Together, our differences are key to maintaining an inclusive culture that supports and inspires employee's uniqueness. Our differences ignite our innovation and connects us to our diverse customers and communities we serve.

We're passionate about maintaining an inclusive work environment, not only because it's the right thing to do, it promotes and celebrates differences. We are also committed to providing equal opportunity to people of all races, ethnicities, religions, genders, sexual orientations, gender identifications, disabilities, ages, philosophies, and veteran statuses at all levels of the organization.

Hoya and Seiko Optical is committed to providing equal opportunity in all employment practices, including but not limited to selection, hiring, promotion, transfer and compensation to all qualified applicants and employees without regard to age, race, color, national origin, religion, gender, handicap or disability, or any other category protected by federal state or local law.

Hoya Optical - Dallas, 651 E Corporate Dr, Lewisville, Texas, United States of America

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