The Quality Assurance Specialist will manage and lead the quality standard developed for our customer engagement contact center to continually drive UniFirst to be universally recognized as the best service provider in our industry.
Responsibilities:
- Participates in design of telephony and email monitoring standards.
- Performs telephony and email evaluations and provides trend data to site management team
- Utilizes quality monitoring data management system to compile and track performance at team and individual level
- In conjunction with supervisor, provides daily, weekly, and monthly performance feedback to employee team partners
- Participates in customer listening programs to identify needs and expectations
- Coordinates and facilitates telephony and email calibration training sessions for call center staff
- Facilitate weekly team partner training sessions designed to enhance CSR quality performance
- Prepare and assist with team partner annual performance evaluations
- Manage and maintain customer service knowledge base resources
- Extend recruitment and candidate selection support and involved with onboarding process
- Collaborates and defines standardized training programs and modules designed to promote understanding and quality performance
- Prepares and analyzes internal and external reporting for management review
- Provides actionable data to various internal support groups as needed
- Identify opportunities for improvement within our processes and becomes a part of the solution
- Prepare reports and conduct presentations for Management and Executives regarding contact center performance
- Perform other duties as assigned
- Minimal travel required
- Will be required to work overtime as necessary
- Must be willing and able to actively participate in plant-wide safety activities
- There may be circumstances that require Customer Service Team Members to enter the Production Area. During these circumstances, the employee is required to utilize any PPE that is mandatory or required in that department
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Qualifications
Experience:
- Five or more years related experience and/or education and training in the field; Equivalent combination of education and experience
- Prior knowledge of UniFirst Systems and Business Practices Beneficial
- Should be proficient in computer programs, such as Microsoft Word, Excel, and PowerPoint.
- Experience with AS400 Systems including OPIM, AMS, DCMS, ETS, PAW, and Mozart beneficial.
Additional Requirements:
- Must possess the ability to effectively communicate verbally and in writing, which includes the ability to effectively present information and respond to questions from managers, employees, and customers
- Outstanding customer service skills and dedication to providing exceptional customer care
- Focus on quality and customer service performance
- Ability to read, analyze, and interpret written instruction
- Excellent interpersonal skills and ability to deal effectively with customers, Program Managers, field locations, and corporate support personnel
- Must be fluent in English
- Requires the ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals
- Ability to define problems, collect data, establish facts, and draw valid conclusions
- Ability to interpret an extensive variety of instructions, both verbal and written
- Must be detailed and possess the ability to prioritize
- Good organizational skills
- Self-motivated, with the ability to work independently
- Possess the ability to distinguish between colors
- Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions
Benefits & Perks:
401K with Company Match, Profit Sharing, Health Insurance, Employee Assistance Program, Life Insurance, Paid Time Off, Tuition Reimbursement, 30% Employee Discount, Employee Referral Bonuses.
UniFirst is an international leader in garment & Uniform services industry. We currently employ over 14,000 team partners who serve 300,000 business customer locations throughout the U.S., Canada, and Europe.
We were included in the top 10 of Selling Power magazine’s “Best Companies to Sell For” list and recognized on Forbes magazine’s “Platinum 400 – Best Big Companies” list. As an 80-year old company focused on annual growth, there’s never been a better time to join our team.
UniFirst is an equal opportunity employer. We do not discriminate in hiring or employment against any individual on the basis of race, color, gender, national origin, ancestry, religion, physical or mental disability, age, veteran status, sexual orientation, gender identity or expression, marital status, pregnancy, citizenship, or any other factor protected by anti-discrimination laws