• Quality Advocate

    Job Locations US-CO-Fort Collins
    Category
    Customer Service/Support
  • Overview

    Otter Products is currently recruiting for a Quality Advocate to join our Customer Service Operations team! The Quality Advocate will directly influence and assist Customer Service Representatives and Associate Managers in the extension of Otter Products’ core values with our customers. In this role, you will also partner cross functionally within the business to capture and utilize business intelligence and voice analytics to support business decisions. Intrigued? Keep reading…

     

    As the Quality Advocate you will do your best to protect and enhance the experience customer service representatives (CSRs) deliver to our consumers by performing quality audits on recorded calls and incidents. These audits provide both metrics for agents as well as a feedback mechanism for coaching and development.

     

    The successful candidate will utilize tools such as Microsoft Excel, SharePoint, and Outlook to enhance written and verbal communication shared with all of our great voice analytics data with the business. In this role, you will have the opportunity to communicate and represent CS professionally with all levels of Otter Products. Does this sound like you? If so, Otter Products may be a great place to grow your career!

     

    Responsibilities

    • Perform audits of recorded calls, and provide fair and consistent feedback to CSRs and Associate Managers (AMs)
    • Participate in the development and deployment of voice analytics-based quality audits and associated analysis to be used by AMs in targeted performance coaching with CSRs
    • Partner with AMs to foster a thorough understanding of audit analytics and to identify/suggest areas with the most coaching opportunity and benefit
    • Utilize voice analytics to capture and report business intelligence to various areas of the business, including both written findings and live presentations as needed
    • Continually calibrate quality scoring methodologies with AMs and upper Customer Service management
    • Identify and drive resolution to non-recording issues
    • Facilitate call recording deletions as needed
    • Facilitate calibrations and dispute meetings
    • Maintain quality auditing process score sheet
    • Assist with new member training
    • Assist with development of weekly and monthly audit assignments spreadsheet
    • Assist in developing quality standards for interactions with customers
    • Support and maintain a positive safety culture by following all safety policies and procedures and actively contributing to a safe working environment
    • Other duties as required

    Qualifications

    • High School diploma or equivalent is required
      • Bachelor’s degree preferred
    • Minimum one year of work experience with at least three months of customer service call center experience required
    • Analytical experience and skills preferred

    Otter Products is an equal employment opportunity employer (EEO).

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