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Inbound Call Quality Assurance Specialist

Company: Factory Expo Home Centers
Location: Chandler
Posted on: November 10, 2018

Job Description:

Inbound Call Quality Assurance SpecialistLocation: Chandler, AZ (Corporate)Department: OperationsJOB TITLE: Inbound Call Quality Assurance Specialist

COMPANY: Alta Cima Corp

Alta Cima Corp dba Factory Expo Home Centers is the Nation's largest independently owned mobile home, manufactured home, and park model retailer.

Established in 1999, we specialize in factory located manufactured home, mobile home and park model sales centers shipping homes nationwide.

Our mission is to offer high quality factory built homes at consumer friendly, affordable prices. Our 19 Factory Located sales centers and 3 outlet centers proudly represent the best brands in the industry!

JOB DESCRIPTION:

This position is primarily responsible for performing phone quality reviews. The ideal candidate will monitor inbound calls to our sales centers to analyze and evaluate sales process compliance against established phone quality metrics (call process measurements, accuracy of information provided, tone of employee, effective call management and demonstrated professionalism).

RESPONSIBILITIES:

Core duties and responsibilities include the following. Other duties may be assigned.

  • Monitors and listens to sales representative phone calls on a daily basis.
  • Provides insightful, helpful feedback on evaluations.
  • Provides call quality metric and performance reports to supervisor.
  • Monitors employee behavior and identify areas of improvement.
  • Retains consistent and accurate data analysis and recording for the call center.
    MINIMUM QUALIFICATIONS:
    • High school diploma, GED, or foreign equivalent required.
    • Minimum one year of Call Quality Assurance experience in a call center environment preferred.
    • Minimum six months of B2C call center experience preferred.
    • Proficient with CRM systems.
    • Strong verbal and written communication skills.
    • Proficient with Microsoft Applications (Word, Excel).
    • High level of professionalism and organizational skills.
    • A team player.
    • Bilingual skills (Spanish), a plush
      PHYSICAL DEMANDS:

      The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

      While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee is frequently required to stand; walk; use hands to finger, handle, or feel and reach with hands and arms. The employee is occasionally required to stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 10 pounds.

      Established in 1999 and with locations coast to coast, Factory Expo Home Centers is the nation's largest independently owned retailer of Manufactured Homes, Mobile Homes, and Park Models. Advancement opportunities are available.

      Factory Expo Home Centers is an Equal Opportunity Employer. PI105434800

      Keywords: Factory Expo Home Centers, Chandler , Inbound Call Quality Assurance Specialist, Other , Chandler, Arizona

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