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Quality Supervisor-Customer Service

Company: Artech LLC
Location: Renton
Posted on: November 19, 2022

Job Description:

Title: Quality Analyst (CSR)
Location: Renton, WA
Duration: 12 months

Regular Duties:

  • Scheduling and attendance tracking of the quality analyst group
  • Distribution and tracking of work assignments of the quality team
  • Production of regular daily weekly and monthly quality reports
  • Review and report on quality analysis sampling results
  • Conduct Quality reviews
  • Update score cards and respond agent inquiries
  • Ensure required monitoring activities in all departments are conducted satisfactorily and as required
  • Identify and report quality trends and process improvement suggestions
  • Analyze quality metrics repot results and submit recommendations to the Quality Manager
  • Promptly communicate issue and trends to the QA Manager and the project management team.
  • Assist call center or other area operations teams as needed
  • Assist in implementing maintaining and updating the Quality Management Plan
  • Participate in the development and documentation of the business process
  • Produce consolidated reporting including inputs from other quality collection systems or areas
  • Participate in project Third party audits including SOC and PCI
  • Assists the Quality Manager in verifying the accuracy and the completeness of the KPI supporting data
  • Follow up on outstanding quality or other audit corrective actions or preventive actions
  • Identify and recommend opportunities for improvement in different areas of project operations
  • Assist the Quality Manger and Operation Management in other projects tasks, as directed.
  • Maintain accurate and orderly records of all quality audits
  • Ability to work with minimal supervision
  • Handle project information with appropriate confidentiality

    At a minimum:

    • BA/BS from accredited four-year college
    • A minimum of 2 years of relevant experience in the customer service or transportation fields
    • Three years of supervisory experience, managing at least 2 staff
    • Strong interpersonal skills and professional appearance
    • Strong process analytical and organization skills
    • Strong time management skills / problem solving sills and analytical skills
    • Demonstrated productivity in a team environment
    • Strong attention to detail
    • Excellent oral and written communication skills in business English
    • Intermediate to Advanced knowledge of and proficiency in EXCEL, Work and PowerPoint
    • Ability to work with minimal supervision

      Preferred Qualifications:

      • Experience in performance based or transaction-based work environments.
      • Formal training on Quality Management as applicable to service industries
      • Six Sigma verification or course work towards a Quality verification
      • 3 years of tolling operations experience preferable in quality management
      • Proficiency in VISIO software

        Kamran Beg
        (973) 360- 8368

Keywords: Artech LLC, Renton , Quality Supervisor-Customer Service, Hospitality & Tourism , Renton, Washington

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