QA Floor Support

Pharr, Texas
Administrative & Support Services
Job Type
US$ 11.52 - US$ 15.93 per hour, $11.52 - 15.93 per hour + none
Ref. Number
Koon,Vicki L., Spherion
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Job Description

Job Summary:
This position is responsible for monitoring and providing support the CSR's
Essential Job Duties: - Provides daily direction and communication to employees so that customer service calls are answered with patience, tact, and courtesy through regular floor walking. - Ensures employees refer back to the appropriate training and other resources to perform their jobs - Ensures that the CSR's are accurately following the script by monitoring the area the QA Floor Support is responsible for - Provides continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers. - Maintain accountability for accurately completing observations using required systems and tools - Communicate key insights, trends, and findings to management - Provide overall balanced observations (productivity, attendance, etc.) - Retain current knowledge regarding applicable Program policies, processes and requirements Education and Experience Requirements - High school diploma or GED required - At least one year experience in a quality assurance or floor support role (preferably in a contact center or customer service environment) required - English/Spanish preferred - Strong analytical skills and attention to detail - Strong oral and written communication skills - Proficiency in PC skills, such as Word, Excel, Outlook, Access, etc. - Ability to perform comfortably in a fast-paced, deadline-oriented work environment - Good interpersonal skills and ability to work well with a wide range of individuals - Ability to work as a team member, as well as individually - Ability to facilitate and/or participate in group discussions and collaborative problem solving - Demonstrated resourcefulness with ability to take initiative in suggesting development and completion of work

Working hours: Any 8.5 hours per day, Mon-Sun

United States Citizen, Bilingual Spanish/English, call 956-961-4298 ASAP for more details!

Spherion has helped thousands of people just like you find work happiness! Our experienced staff will listen carefully to your employment needs and then work diligently to match your skills and qualifications to the right job and company. Whether you're looking for temporary, temp-to-perm or direct hire opportunities, no one works harder for you than Spherion. EEO Employer: Race, Religion, Color, National Origin, Citizenship, Sex, Age, Disability, Ancestry, Veteran Status, Genetic Information, Service in the Uniformed Services or any other classification protected by law.

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