Customer Service QA Specialist (Las Vegas)

Our hardware client in Las Vegas, NV is seeking a Customer Service Quality Assurance Specialist to join their Contact Ops Program. This is Inbound customer service calls listening to recordings and escalating defects via a survey/audit. Feedback to customer service team



Responsibilities Include:

Tracker/queue of calls that require audit

Listen to call recording while taking survey, escalate issues

Monitor tone, inflection, key areas for improvement, following script to gage customer experience

Meet with HM and PM to discuss trends or meet with team to maintain calibration/ case-by-case basis

2+ years experience within customer service

Familiar with standard concepts, practices, and procedures within a particular field.

Relies on experience and judgment to plan and accomplish goals.

Performs a variety of tasks. Works under general supervision.

Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.