Quality Assurance Agent-ITA

Department: Illinois Tollway Call Center
Type of position: Full-time
Schedule: Varies
Location: UIC Campus - Halsted St

REPORTS TO:                  Training Manager

DEPARTMENT:                 Illinois Tollway Call Center

STATUS:                         Full-Time, Hourly

SCHEDULE:                     Various Available,               

HOURS OF OPERATION:   Monday through Friday 6:00 a.m. to 10:00 p.m.   

                                      Saturday and Sunday 8:00 a.m. to 5:00 p.m.

 LOCATION:                     UIC Campus – Halsted Street


STATEMENT OF PURPOSE: Support the call center operation by ensuring customer satisfaction through the monitoring and evaluating of call center agent customer calls. This position measures performance in handling customer contacts by measuring both quality and accuracy of information provided, adherence to outlined procedures & policies and customer service techniques.  Along with measuring performance, this position also provides feedback for performance improvement and measures customer service and satisfaction levels. Provides information to assist in the feedback & training process of individuals on the phone.  Documents quality issues & performance measures for management review.

KEY RESPONSIBILITIES  • Monitors performance of Call Center Agents.  Selects calls for performance evaluation in a random fashion to provide a valid sampling of overall performance levels.  • Trends Q&A information for process/performance improvement. • Communicates trend information to management and training team. • Participates in call calibration sessions. • Performs special projects and other duties as assigned by management. • Ensures quality standards are met or exceeded. • Provides feedback on the quality of work performed. • Monitors to ensure regulatory policy & procedural compliance. • Detects and provides feedback to resolve re-occurring issues. • Maintains confidentiality of information regarding individual performance • Highly organized and the ability to multi-task. • Demonstrated customer service skills. • Excellent listening skills. • Demonstrates the ability to analyze, identify and problem solve while using sound judgment. • Knows who to involve and takes appropriate action. • Advises management using written and/or verbal reports, in a timely and efficient manner. • Provide timely & efficient feedback on call quality. • Consistent & punctual attendance. • Any other duties deemed necessary by Supervisor.

QUALIFICATIONS • 3 + years of experience working in a call center environment preferred. • Minimum one (1) year experience in a high volume customer service environment. • High school diploma or equivalent • Excellent oral and written communications skills. • Strong communication and interpersonal skills. • Attention to detail and accuracy. • Strong customer service, organizational & analytical skills. • Ability to manage time effectively and meet deadlines and requirements accordingly. • Demonstrated objectivity, professionalism, flexibility & maturity. • Ability to perform in a fast pace environment with minimal direct supervision. • PC and software skills- functional knowledge of Excel, Access, Word, CSC/ VPS, required.

WORK ENVIRONMENT  • Required to adhere to a strict call monitoring schedule daily & weekly. • Employee will sit at a desk regularly during scheduled work hours monitoring phone calls, typing on a keyboard, entering in data, typing notes, providing feedback and follow-up.

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