Overview

We are seeking a dynamic, motivated, innovative, self-starter to join our Quality Assurance Team!

As a Quality Assurance Specialist, your role as a team member will be to interact and collaborate with your peers, team leaders/supervisors, Workforce Management, Training, Agents and other members of management in order to drive team’s call performance and customer experience.

You will use quality monitoring systems such as, NICE and Medallia to assess the quality of the Guest Experience and ensure the highest level of quality is delivered through auditing, coaching, and evaluating/scoring team members.

What We Offer:

• Paid Weekly
• Competitive Health Plans
• Training and Development
• Tuition Reimbursement
• Team Member Discounts
• Much More!

Responsibilities

In this role a successful candidate will:

• Audit calls and measure quality of Customer Experience provided to our Guests contacting Customer Care
• Provide daily, weekly and monthly reporting of Customer Experience scores to Quality Assurance and Customer Experience Manager, Customer Care stakeholders and properties as needed.
• Provide detailed feedback including performance related data to improve existing quality of Customer Experience in Customer Care
• Be an active participant in scheduled call calibration sessions with leadership and Customer Care stakeholders as needed to receive/share feedback and drive continuous improvement
• Partner with teams such as onboarding/training to ensure Quality Assurance standards are set with new hires, including call handling process for new business and/or changes to existing program guidelines
• Join in or deliver call feedback, scorecard tracking, for property calibration sessions to ensure program requirements are achieved
• Ensure Quality Assurance and Customer Experience Manager is notified of any quality related challenges which may impede the delivery of reporting within Customer Care or to a property
• Support Team Leaders/Supervisors with feedback sessions, when needed, and attend Team Leader/Supervisor meetings monthly/weekly to share team trends, best practices or program updates as needed
• Seek opportunities help influence team members by delivering positive and constructive feedback in an engaging way
• Maintain a consistent, effective communication, and positive disposition with agents, peers and leadership throughout Customer Care and the business overall
• Maintain professional communication, be mindful of time sensitive tasks regarding direction provided by management which may impact Customer/Guest Experience
• Manage ad hoc escalations/request to reviews from properties and from management
• Perform any other duties based up needs of business related to Customer Experience, Quality Assurance and Customer Care

 Essential Job Functions:

• Conduct stand-up training for newly hired staff as well as training procedural updates for existing team members on an ongoing basis
• Evaluate agent performance through the use of quality monitoring software (voice and data) and one-on-one coaching sessions
• Identify and recommend opportunities for staff advancement as well as cases in need of retraining and/or disciplinary action
• Prepare detailed documentation of procedures for use by Customer Care staff members
• Work extensively with individual agents and their team leaders to uphold established standards for customer service; ensure the highest possible degree of staff compliance with published quality standards
• Identify and analyze emerging trends in quality performance while assisting with the development of solutions for problem areas and a sensible reward structure related to compliance
• Demonstrate actions and behaviors that reinforce the Company’s mission, “Unconquered Vision, Unparalleled Service, Unlimited Service,” and values of Fast, Fun, Friendly, Fresh and Focused in all we do
• Exhibit conduct in accordance with all Gaming Commission Regulations of Florida departmental policies and procedures
• Ensure prompt and discrete notification to management and/or the Ethics Hotline of any observation of illegal acts or internal ethics violations
• Show a commitment to ensuring responsible gaming and responsible alcohol service by discretely notifying appropriate management of concerns and observations
• Select, train, coach, counsel, appraise and retain direct reports who consistently perform actions and behaviors that reinforce the Company’s mission and values
• Create and communicate the structure of your area – including goals, role clarification, expectations, financial planning, etc. – that increases the value of the company and increases the value of your employees

  #LI-DA1

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Qualifications

• Bachelor's degree and/or 2 years of directly related experience in an agent or supervisory role within an inbound call center
• Working knowledge of quality monitoring software is preferred (NICE, Medallia)
• Proficiency with basic MS Office software (e.g., Word, Excel, Power Point, Share Point, Outlook) is required
• Excellent verbal and written communication skills
• Formal training experience considered a plus
• The ability to observe key activities and trends on the contact center floor and articulate clear suggestions to management in order to best remedy problems, exploit opportunities, and reward outstanding performance
• Proven ability to lead, direct, delegate and motivate others
• Demonstrable understanding of the complexities associated with a skills-based routing and scheduling environment
• Ability to identify emerging trends among complex, sometimes obscure data and articulate innovative, clear and proactive approaches to problem solving
• Experience in operations or in the casino / hospitality industry is considered a definite plus

Physical Demands:

Must be able to handle a high degree of administrative work which requires repetitive finger and wrist motion (keyboard data entry), as well as prolonged viewing of data on a computer monitor (60% of time)

Must be able to work standing up and walking through the call center to assist agents (40% of time

Work Environment:

Must be prepared and able to handle, with composure and tact, the effective execution of many concurrent tasks in a fast-paced call center environment

Must be able to work extensively with employees in a coaching, mentoring, training as well as a disciplinary capacity.

For a listing of all opportunities at Seminole Gaming, please go to www.gotoworkhappy.com.