The Company

WE ARE ASQ: EXCELLENCE THROUGH QUALITY

ASQ is the leading membership association to help quality professionals achieve their career goals and drive excellence through quality in their organizations and industries. We provide expertise, knowledge, networks, and solutions to a global membership of individuals and organizations spanning more than 140 countries. ASQ was founded in 1946 and is headquartered in Milwaukee, Wisconsin.

The Position

Reporting to the Customer Care Manager, this position provides day-to-day direction to customer experience representatives in the deployment of their duties.

Main Responsibilities

• Assure workgroup goals are established, performance is monitored, reports are generated and analyzed.
• Provide ongoing coaching and mentoring to all customer experience representatives to ensure customers receive the highest level of customer service.
• Coordinate and lead new hire training and monitoring to ensure that the new hire has the tools and skills to be successful.
• Participate in the documentation of processes, testing of systems and monitoring of change implementations.
• Support the creation and adherence to the workgroup budget.
• Monitor and audit day-to-day performance (quantity and quality) of key processes, including call, email, chat, transaction processing, reception, and resolutions.
• Assist with the supervision of the staff including annual performance reviews.
• Plan, coordinate, and provide workgroup training, including development, refresher, and cross training based on identified skill gaps.
• Adhere to ASQ Competencies: Accountability, Communication, Continuous Improvement, Developing Self and Staff, Ethics and Teamwork.
• All other duties as assigned.

The Location

ASQ is conveniently situated in downtown Milwaukee in the ASQ Center, immediately adjacent to major freeway exits and the robust downtown economy. The Avenue MKE and Riverwalk access provides our employees easy indoor and outdoor access to shopping, restaurants, and coffee shops. Our office space is in a historic building incorporating newly designed workstations, an option for sit/stand desks, and community and collaboration space.

Why You Should Apply

At ASQ, our philosophy is that performance-driven pay provides a foundation for a complete benefit package that helps you live your best life, both at work and at home. Competitive base pay, outstanding benefits, opportunities for learning and growth, programs to help you plan for the future and perks that inspire your downtime are all part of ASQ’s total compensation package.

Bring Your Best

• A high school degree and five years of customer service experience or equivalent combination.