Quality Verification Agent

Job Description

Overview/ Job DescriptionWe re seeking a Quality Verification Agent to join our Customer Operations team who takes ownership, demonstrates a keen eye for quality and looks for ways or opportunities to improve the client experience. The Customer Operations team is part of the Customer Support (CS) organization and its mission is to provide a set of business activities and processes that help the CS organization run effectively, efficiently and support CS business strategies and objectives. The CS Operations team has a core responsibility to remain aligned with industry trends as a way to ensure that our programs and capabilities are in sync for customer service delivery. This role will be required to review agent calls and tickets to ensure all CS Neustar employees are following CS Neustar standards. The Quality Verification Agent is responsible for assessing the quality of the performance of our CS associates who deal with our existing customers. The Quality Verification Agent will monitor inbound calls, emails and customer tickets to assess associates demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures. This individual will assist in developing, creating and implementing call center quality processes and procedures; as well as making recommendation for enhancements to training materials as needed to enhance the overall Neustar customer s experience. The Quality Verification Agent should be able to listen to calls or audit cases and identify areas of opportunity for improvement. The Quality Verification Agent will ensure all Neustar CS standards are followed without exception. The successful candidate will have an intense focus Quality and Customer Satisfaction as well as identifying ways to enhance the client experience. Responsibilities/ Key TasksPerform approximately 30- 35 Call Audits a week and 30- 35 Ticket Audits per weekPerform additional Quality Tasks as needed (Daily Weekly Reporting/ Trending, Email monitoring and audit, additional KPI Quality Audits)Adheres to the standards for call monitoring and ticket auditing. Performs call monitoring and provides trend data to site management team. Uses quality monitoring data management system to compile and track performance at team and individual level. Reviews and monitors customer email responses. Participates in customer and client listening programs to identify customer needs and expectations. Provides actionable data to various internal support groups as needed. Participates in call calibration sessions for call center staff. Provides feedback to call center team leaders and managers. Prepares and analyzes internal and external quality reports for management staff review. Perform other duties as assigned. Qualifications/ Education RequirementsBachelor s degree in administration, management or any related field from an accredited institution is preferred. 2+ years of experience in a similar roleWell versed in the English languageStrong clear verbal and written communication and presentation skills is requiredExperience managing and analyzing KPI s for a customer facing organizationHigh level of comfort working with multiple groups and individualsSelf- starter who is able to maintain the strongest focus on Quality and Client SatisfactionExcellent interpersonal skills and able to communicate with a wide range of clientsExcellent analytical, research, numeracy and problem solving skills. Strong decision making skills and the ability to take the leadAbility to explain complex information in simple terms and deliver clear and concise client recommendationsAbility to multitask and leverage escalation procedures. Proficient in PowerPoint for some slide creation and editingProficient in Excel including pivots and reporting as needed Neustar does not accept unsolicited resumes from external firms or agencies. Neustar will not be responsible for placement fees associated with unsolicited resumes. DIVERSITYDiversity, inclusion and teamwork are second nature to Neustar; and these values permeate our entire business structure. Neustar is committed to creating an environment where a wide spectrum of opinions and beliefs are actively sought, listened to and respected. Further, our talented workforce draws from the many geographic areas and markets in which Neustar operates worldwide, which represents a distinct competitive advantage. The rich and varied personal and professional backgrounds of our employees make Neustar a dynamic and rewarding company at which to build a career. We invite you to join us. EOE of Minorities/ Females/ Vets/ DisabilityNeustar, Inc. considers all applicants for employment without regard to race, color, religion, sex, national origin, age, disability, sexual orientation, or status as a Vietnam- era or special disabled veteran in accordance with federal law and other state and local requirements. Neustar, Inc. , complies with applicable state and local laws prohibiting discrimination in employment and provides reasonable accommodation to qualified individuals with disabilities in accordance with the American with Disabilities Act (ADA) and applicable state and local laws.,

Keyskills :
upport groupscall monitoringfederal lawdata managementcustomer service deliveryproblem solvingcustomer supportsite managementcall centermanagement systemservice deliverycustomer serviceinbound calls