Customer Service Quality Specialist

CRS is a leader in our industry providing temporary housing solutions to individuals who are displaced from their home due to loss. Working with insurance companies and the policyholders, we provide a variety of solutions to make this difficult time easier.

Our office is in North Central Phoenix. New employees will complete office training for the first few weeks. Additionally, employees will work in-office until they show proficiency in the role, then they may start working from home on a hybrid basis and will be required to come to the office periodically for training and/or meetings. (Most hybrid schedules work in office approximately once a week.)

Computer and phone equipment will be provided. You must have reliable high-speed internet service and a suitable workspace at your residence.

Position Purpose

This position is responsible for monitoring and tracking performance of customer service staff, ensuring quality standards are met and providing feedback.

Duties and Responsibilities

• Monitor, evaluate and score customer interactions (phone calls, emails, etc.)
• Randomly select claims to review from beginning to end.
• Complete audits, determining solid performance or opportunities to improve.
• Prepare monitoring and audit reports on claims and calls reviewed for each assigned employee.
• Review calls, emails, audits with employees and provide feedback.
• Maintain clear, accurate and timely communication with management providing feedback on performance levels.
• Identify trends and issues that may affect customer satisfaction levels and consistently communicate these to management in measurable terms.
• Present data to support trends and recommendations.
• Develop quality assurance plans by identifying preventive measures through root cause analysis, monitoring procedures, and verification procedures.
• Provide internal communication regarding compliance issues and applicable procedural changes.
• Maintain updated job knowledge of internal processes.
• Maintain updated knowledge of Quality best practices by studying trends and developments in quality management, participating in educational opportunities, reading professional publications, maintaining personal and professional networks, and participating in professional organizations.
  
  

Qualifications

• Three or more years’ customer service experience working in a call center/phone environment.
• Bachelor’s Degree in Business or related field preferred.
• Experience analyzing employees’ phone skills and coaching to improve performance.
• Experience monitoring quality results, identifying areas of opportunity, and implementing plans to continuously improve.
• Ability to conduct root cause analysis and develop coaching action plans.
• Demonstrated analytical and problem-solving skills.
• Effective interpersonal skills to provide feedback and collaborate on improving performance.
• Strong organization skills.
• Strong written and verbal communication skills and presentation skills.
• Strong knowledge of Microsoft Office products.
• Ability to handle multiple tasks while maintaining a high level of service
  
  

Physical Requirements

• Prolonged periods sitting at a desk (or standing) and working on a computer and phone headset.