Become the newest member of our exciting team at Storage Rentals of America (SROA) as we redefine self-storage.
The Call Center Quality Assurance Specialist is responsible for monitoring and documenting call center employee-customer interactions to improve customer service and suggest improvements to training and onboarding program.
Duties and Responsibilities - Score each agent against set criteria of quality and policy adherence expectations.
- Assist agents to improve their performance by obtaining detailed feedback with specific instructions and constant support.
- Record production data in appropriate database for customer Analyze data and prepare weekly and/or monthly summary reports, including but not limited to trend analysis.
- Participate in calibration sessions to evaluate if calls are being evaluated appropriately and coach team when necessary.
- Ensure the quality performance metrics and monitor counts are met by tracking results and managing processes and Call Center team.
- Review opportunities to improve customer service and implement changes to training and onboarding programs.
- Promote and manage the development of standardized documentation per corporate policies and procedures.
- Work with other departments to effectively ensure that requested policy, process and changes are evaluated, approved, and documented appropriately.
- Analyze progress of programs, communicate concerns, and provide solutions with the Department Head.
- Work effectively in team environments, communicating and participating in a constructive manner.
- Act as an escalation point for internal and external customer issues by reviewing critical calls and facilitate corrections.
- Responsible for taking customer calls when required.
- Take on other tasks or projects as assigned.
Minimum Qualifications (Knowledge, Skills, and Abilities) - High School Diploma
- Exceptional verbal and written communication.
- Strong problem-solving and coaching skills.
- Minimum of 2 years of experience with Quality Assurance within a progressive Call Center.
- Proficiency with technology, including All Microsoft programs.
- Polite, professional phone voice.
- Must be proactive, anticipating and planning to meet objectives by finding ways to identify potential obstacles and improve processes and
- Comply with the confidentiality of customer and company data.
SROA Offers: - Competitive pay with bonus potential
- UKG Wallet - on-demand pay option
- 100% paid medical coverage options for employee-only
- Dental and vision plans for optimal care
- Eight (8) paid holidays
- Generous Paid Time Off (PTO), increasing with years of service
- Paid Maternity and Parental Leave for growing families
- 401(k) with substantial employer match and 100% immediate vesting
- Flexible Spending Accounts (FSA), Health Savings Accounts (HSA), and Dependent Care Flexible Spending Accounts (DCFSA) for tax-advantaged savings
- GAP Insurance for added financial protection
- Employer-paid Life Insurance and Short-Term Disability coverage
- Long-Term Disability (LTD) coverage for added peace of mind
- Pet insurance - because your pets are family too
- Storage Discounts to help you declutter and organize
- Access to Voluntary Benefits for personalized coverage
- Learning and development opportunities to maximize your potential and excel in your career
- A great culture that values collaboration, innovation, and inclusivity
SROA is an Equal Opportunity employer and uses the federal government E-Verify system to verify employment eligibility. Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.