Looking for a Quality Assurance in Accounts Receivables Department Position Available In Duval, Florida
Tallo's Job Summary: Quality Assurance Analyst needed for a Fortune 500 company in the Accounts Receivables Department. Responsibilities include monitoring call quality, providing feedback, and compiling performance data. Minimum qualifications include an Associate's degree and 3 years of supervisory experience in Customer Service. Preferred qualifications include a Bachelor's degree in Business Administration. Lean or Six Sigma certifications are preferred.
Job Description
Job Description:
Quality Assurance Analyst for a Fortune 500
Comp Job Summary:
Support the daily functions of the Receivables Management team.
Responsible for enhanced quality initiatives, call qualitymonitoring, and ensuring our associates are providing customerswith remarkable service through all channels of communication.
Primary Activities and Responsibilities:
? Assist in supervising Receivables Management Associates callquality, e-mail, noting and other external communication ? Participates in design of call monitoring formats and qualitystandards. ? Performs call/email monitoring and provides data managementteam. ? Uses quality monitoring data to compile and track performance atteam and individual level. ? Coordinates and facilitates call calibration sessions withmanagement team ? Provides feedback to management and associates ? Prepares and analyzes internal and external quality reports formanagement staff review. ? Provides actionable data to various internal support groups asneeded ? Audit e-mails and system notes to ensure service levels are beingmet ? Assist in pulling metrics and preparing departmental reportsusing Oracle and Avaya Call Management System (CMS). ? Identify and communicate process improvement opportunities toleadership team ? Act as a role model for Receivables Management Associates ? Attend required skill enhancement courses. ? Miscellaneous activities and responsibilities as assigned bymanager.
Minimum Qualifications:
? Associate’s degree from an accredited institution required ? 3 or more years of supervisory experience required in CustomerService or other Supervisory role ? Excellent oral, written and interpersonal communicationskills. ? Exceptional listening and analytical skills. ? Intermediate level of knowledge/expertise with PC hardware andsoftware (Word and Excel). ? Strong knowledge of customer care processes and techniques. ? Demonstrated ability to work well in a team environment. ? Dedication to providing exceptional customer service.
Equivalent Minimum Qualifications:
? High School Diploma/ GED from an accredited institutionrequired ? 5 or more years of supervisory experience required in CustomerService or other supervisory role Preferred Qualifications In addition to meeting the above qualifications, any of thefollowing are preferred: ? Bachelor?s degree in Business Administration Sales, andMarketing ? 1 or more years of supervisory experience in Process Improvement,Customer Billing and Collections, Customer Service, Accounting,Finance, Sales, or Marketing ?
Certifications/Licenses:
Lean or Six Sigma certifications
Knowledge and Skills:
? Commitment to excellent customer service ? Excellent written and verbal communication ? Ability to drive and manage change ? Strong Analyzing/Problem solving skills ? Strong attention to detail, goal oriented abilities ? Ability to prioritize and manage multiple responsibilities ? Drive for Results ? Strong attention to detail, goal oriented abilities ? Ability to prioritize and manage multiple responsibilities ? Teamwork and team building skills ? Process management skills ? Knowledge of implementing Lean or Six Sigma methodologies We arean equal employment opportunity employer and will consider allqualified candidates without regard to disability or protectedveteran status.
