Quality Assurance Associate

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Requisition ID: 131277
Job Category: Call Center
Location: United States-Alabama-Mobile-5441 Highway 90 West Suite 1 Mobile 36619
Posted Date: 3/21/2018 11:53:44 AM
GET TO KNOW ALORICA
At Alorica, we only do one thing – make lives better, one interaction at a time. We’re a global leader in customer service and experience, serving the world’s biggest brands with tens of thousands of employees in hundreds of locations around the globe.
 
JOB SUMMARY
Your mission (should you choose to accept it) is to offer customer support through phone, email, online chat or social media to customers who have questions, concerns or confusion around a particular product or service.
You’re literally the voice of the brand, and a strong relationship between our clients and their customers starts with you. So only the awesome need apply.
 
Ready to start? Chat with us to begin the process now:  (https://olivia.recruiting.ai/co/Alorica
 
KEY JOB RESPONSIBILITIES

 

 

 
WHY JOIN ALORICA?
Every day, we aim to live up to our mission of creating insanely great customer experiences. But as Alorica employees, giving back matters just as much – that’s why we’re so proud of Making Lives Better with Alorica, a non-profit, 501(c)(3) organization dedicated to providing assistance to employees, their families and the people, organizations and communities who support them.
Simply put, we want to make lives better…one interaction at a time. And to do that, we need the very best people to join us.
 
But please, allow us to entice you further! As an Alorica employee, you may receive:

  • Paid training
  • Flexible training schedules
  • Medical and dental benefits
  • Paid time off
  • Paid holiday and sick time
  • Retirement planning options (401(k))
  • Employee discounts through client programs
Working at Alorica means potentially having the freedom to explore all kinds of career options – from customer service, training, and tech support, to management, recruiting and more. Alorica offers fun, challenging opportunities to pursue your professional goals, and we want you to have fun and succeed – because when you’re at your best, that’s when we’re at our best. 
So what do you say? Ready to take the next step?
 
 
JOB REQUIREMENTS
Minimum Education and Experience:
  • High School Diploma or GED required; college degree preferred
  • Customer service experience a plus
  • Phone-related customer service a major plus
  • Familiarity with Microsoft Windows, Word, and Excel applications
  • Bilingual language skills a plus

Knowledge, Skills and Abilities:

  • Experience:
    • 1 year experience in a call center environment required.
    • 6 months experience in a quality or coaching-related role preferred. 
    Knowledge, Skills, Abilities & Other Characteristics: 
    • Demonstrated ability to meet client requirements based on recent, consistent call quality scores at meets or exceeds level.
    • Ability to objectively evaluate performance against standards and to identify performance gaps and recommend corrective action. 
    • Ability to coach and provide constructive feedback on proper process and techniques.
    • Detail oriented. 
    • Strong organization and time management skills. 
    • Proficient personal computer skills including Microsoft Office.
    • Excellent listening and problem-solving skills. 
    • Excellent interpersonal, written, and oral communication skills.
    • Ability to prioritize and organize work in a multitasked environment.
    • Ability to adapt to a flexible schedule.
    • Ability to maintain the highest level of confidentiality.

WORKING CONDITIONS
Work Environment

  • A climate controlled, contact center environment – filled with amazing people, incredible career opportunities and the occasional dance-off
  • Constant usage of phone and computer systems

Physical Demands
Constant sedentary work. You’ll typically be sitting for most of the time, so be sure get up and stretch once in a while. Your circulatory system will thank you.
 
DISCLAIMER: The above information on this description has been designed to indicate the general nature and level of work performed by employees in this classification. It is not designed to contain or be interpreted as an exhaustive list of all responsibilities, duties and qualifications required of employees assigned to this job.
 
TAKE THE NEXT STEP
Let’s make lives better. Let’s defy the status quo. And let’s go beyond thinking outside the box – and decide to obliterate the box instead.
You ready? Let’s do this.
 

About Alorica:

 

Alorica is an equal opportunity employer and committed to diversity in its workforce. Alorica recruits qualified applicants and makes all employment-related decisions based exclusively on job-related qualifications, without regard to characteristics such as race, color, national origin, religion, gender, age, marital status, disability, veteran status, citizenship status, sexual orientation, gender identity, or any other status protected by law.

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