QUALITY ENHANCEMENT - PRODUCT SUPPORT SPECIALIST

Position Purpose:

The Quality Enhancement ? Product Support Specialist position performs regular quality performance-based call monitoring and ticket quality audits to assess call/ticket quality of all support center agents, to ensure our training methodologies have been effective, to ensure compliance according to our protocols and processes. They are also responsible for developing and facilitating the training courses, job aids and reference materials as they pertain to reinforcing process and protocols expected to meet the caller?s needs (i.e. technical and professional development).

The Quality Enhancement position is responsible for simultaneously executing multiple small projects and/or initiatives. This is accomplished by applying a standard, defined methodology to the project, and providing the leadership skills necessary to control the execution of the project tasks, as defined in the methodology. The specialist shares responsibility and accountability with the business owners and/or project leadership team for the successful delivery of the entire project. This position supports the Support Center management team by providing daily metrics information as necessary.

In the support center industry, this position is also commonly referred to as QA. Not to be confused with QA of technology environments or deployment of code. Rather this QA focus is on the performance of people in a role and how they adhere to our customer support and ticket quality standards.

Direct Manager/Direct Reports:
? Typically reports to the Product Support Supervisor, Product Support Manager or Sr. Manager.

Travel Requirements: ? Typically requires overnight travel less than 10% of the time.

Physical Requirements: ? Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.

Working Conditions:
? Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.

Minimum Qualifications: ? Must be eighteen years of age or older. ? Must be legally permitted to work in the United States. ? Must be legally permitted to work in the United States

Preferred Qualifications: ? Familiarity with Verint, the tool used for call recording, post-call customer surveys, and agent performance assessments. ? Certifications/experience in quality assurance for a contact center. ? Project management skills to effectively coordinate multiple tasks. ? Analytical skills to identify learning gaps, process deficiencies, or areas for improvement. ? Strong oral and written communication skills to convey feedback and training content effectively. ? Excellent time management and attention to detail to handle multiple priorities efficiently. ? Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint, etc.). ? Conflict resolution and management skills to navigate performance-related discussions. ? Negotiation and influencing skills to drive process improvements and ensure compliance. ? Experience collaborating with cross-functional teams within a contact center environment. ? Experience coaching associates in a quality-focused role.

Minimum Education:
? The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.

Preferred Education:
? No additional education

Minimum Years of Work Experience:
? 1

Preferred Years of Work Experience:
? No additional years of experience

Minimum Leadership Experience:
? None

Preferred Leadership Experience:
? None

Certifications:
? None

Competencies:
? Being Resilient: Rebounding from setbacks and adversity when facing difficult situations
? Collaborates: Building partnerships and working collaboratively with others to meet shared objectives
? Communicates Effectively: Developing and delivering multi-mode communications that convey a clear understanding of the unique
? needs of different audiences
? Customer Focus: Building strong customer relationships and delivering customer-centric solutions
? Decision Quality: Making good and timely decisions that keep the organization moving forward
? Interpersonal Savvy: Relating openly and comfortably with diverse groups of people
? Manages Conflict: Handling conflict situations effectively, with a minimum of noise
? Nimble Learning: Actively learning through experimentation when tackling new problems, using both successes and failures as learning fodder
? Resourcefulness: Securing and deploying resources effectively and efficiently
? Situational Adaptability: Adapting approach and demeanor in real time to match the shifting demands of different situations

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