Quality Engineer, Rack Infrastructure – Site Operations
OpenAI
PMP
Quality Assurance Analyst, Customer Service
Value1
full-time
Posted on:
Location: Oregon • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Provides technical support to the Call Center quality assurance program
- Analyzes/audits service incident data, emails, voice clips, and customer surveys to identify areas of service delivery that did not meet pre-established performance standards within the Call Center
- Performs mock calls with new hires after training has been completed to determine readiness for moving into support
- Uses customer service expertise to assess existing practices and procedures for process improvement opportunities with all Call Center teams and sites
- Uses Call Center tools to gather data and analyze trends or patterns affecting quality; highlights key successes and share best practices with call center staff to ensure continued success in quality of service
- Develops and conducts targeted group and/or individual coaching sessions that address service quality deficiencies and/or improvement opportunities
- Provides structured and timely recommendations through verbal and/or written feedback to Call Center Leadership Team, management, and training
- Collaborates with Call Center leadership and training team members to identify and streamline processes and implement process standards that enhance service delivery and the customer experience
- Assists with the design and successful delivery or workshops and training
- Observes and complies with all District and mandated safety rules, regulations, and protocols
- Performs related duties as assigned
Requirements
- Experience in quality assurance and auditing in a customer service environment
- Ability to analyze data from multiple sources (emails, calls, surveys)
- Experience with coaching and training staff
- Familiarity with call center tools to gather data and analyze trends
- Strong communication and collaboration skills
