Pencor Construction

QA/QC Experience Specialist

Pencor Construction

full-time

Posted on:

Location Type: Hybrid

Location: Lehighton • Pennsylvania • United States

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Job Level

Junior

About the role

  • The QA/QC Specialist will be functioning as quality control to check work orders for accuracy and as quality assurance to monitor and evaluate customer and agent interactions.
  • Responsible for ensuring customer orders and complaints are handled with excellence and meets our brand standard.
  • Monitor and evaluate customer and agent interactions to ensure a high level of customer service while verifying that interaction guidelines are followed.
  • Responsible for setting quality standards for incoming and outgoing phone calls as well as our online communications (through chat & email) for our customer service team.
  • Track and brainstorm areas for improvement with lessons learned from escalated customer situations.
  • Provide feedback to agents and leadership through email and possible one-on-one coaching sessions.
  • Monthly reports and individual agent feedback will need to be provided within required deadlines.
  • Assist with New Hire Onboarding to showcase quality standards.

Requirements

  • H.S. Diploma or G.E.D.
  • Established residency in Pennsylvania
  • Minimum 6 months customer service experience and/or tenure within BRC (Must be fully trained in Order Entry, Billing & Troubleshooting)
  • Current performance in good standing with the company
  • Excellent understanding of Order Entry Processes (Once in role, candidate is required to learn ICOMS processes if they are not already proficient)
  • Knowledge of current monitoring and quality standards
  • Knowledge of VPI software preferred
  • Proficiency with Microsoft Windows / Office Programs – Excel
  • Strong Communication Skills – Oral and Written
  • Strong Organizational Skills / Detail Oriented
  • Solid Time Management Skills with the flexibility to work overtime or adjust work schedule as needed
  • Ability to learn quickly and possess an open mind to continuous change
  • Ability to meet tight deadlines
  • Ability to work effectively and professionally as part of a team as well as be an independent worker that is resourceful
  • Ability to be self-motivated for continuous improvement
Benefits
  • WFH 2-Day Flex: Tuesday-Saturday, 10:00AM-7:00PM
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Order EntryBillingTroubleshootingICOMS processesVPI softwareMicrosoft WindowsMicrosoft OfficeExcelQuality standardsCustomer service
Soft Skills
Communication skillsOrganizational skillsDetail orientedTime managementFlexibilityAbility to learn quicklyOpen mind to changeAbility to meet deadlinesTeamworkSelf-motivated
Certifications
H.S. DiplomaG.E.D.