Customer Service Quality Assurance Analyst

About the position

The Customer Service Quality Assurance Analyst at Public Consulting Group (PCG) is responsible for monitoring and evaluating the quality of customer service provided by agents. This role involves providing feedback, managing support ticket information, and collaborating with various internal teams to enhance service quality. The position is remote, requiring effective time management and communication skills to ensure high standards of service delivery.

Responsibilities

• Monitors agent's phone calls for quality purposes and provides feedback based on quality standards.
• Manages support ticket information in the client database, ensuring appropriate handling and assignment of tickets.
• Communicates regularly with supervisors to discuss training needs based on individual agent performance.
• Partners with Operations, Training, and other internal teams to drive quality metrics.

Requirements

• High School Diploma or equivalent required.
• Ability to manage time effectively in a fast-paced environment.
• Ability to execute effectively in a remote environment without on-site supervision.
• Excellent writing skills for providing positive feedback and coaching opportunities.
• Excellent attention to detail.
• Outstanding customer service skills.

Nice-to-haves

• Knowledge of MS Windows, Excel, and Word preferred.

Benefits

• Medical and dental care benefits
• 401k
• Paid Time Off (PTO)
• Parental leave
• Bereavement leave