Sr. Quality Assessor

• Job Description:

• Come be

• DISRUPTIVE

• with us!

At Milwaukee Tool, our most valued resource is our dedicated team of employees - employees who work with a passion to be the best and an unparalleled pride in their work and in the Milwaukee brand. We know that the only way to sustain growth and success is to value the growth and success of each person within the organization that's why we invest in an individual's growth and development from day one. The Commercial Quality Lead Assessor plays a critical role in supporting call center operations by auditing and evaluating email and phone interactions to ensure compliance with Milwaukee Tool standards. This position is a self-directed, high-functioning member of the Technical Service Team, focused on maintaining quality, driving process improvements, and enhancing the overall customer experience

• Duties and Responsibilities
• + Plansystematic sampling,auditsand assessmentsof call center interactions (phone and email) to ensure adherence to company standards and compliance requirements.

+ Leadagent performanceassessmentsagainst established qualitybenchmarks∁any policies. + Deliver clear, constructive feedback to team leaders and agents to drive performance improvement. + Prepare and contribute to monthly quality assurance reports for leadership,highlighttrends,and actionable insights. + Research and recommend industry best practices to enhance call center quality and customer experience. + Support collection and analysis of "Voice of Customer" data toidentifyimprovement opportunities. + Collaborate with cross-functional teams to resolve quality-related issues andmaintainconsistentcommercial qualitystandards

• Education and
• Experience Requirements
• + High school diploma or equivalent education + 3+ yearsin quality assurance, auditing, call monitoring, or customer service evaluation preferred + Ability to deal with confidential material + Advanced Skills with Analytical software (Power BI, Excel) + Excellent verbal and written communication, organizational, and interpersonal skills _Milwaukee Tool is an equal opportunity employer.

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