QUALITY ASSURANCE SPECIALIST- Customer Service Call Center

QUALITY ASSURANCE SPECIALIST ? Customer Service Call Center
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LOCATION

Hillsboro, OR

THE COMPANY

Netflix (NASDAQ: NFLX) is the world's largest online DVD movie rental service, offering well over four million members access to more than 60,000 titles. Our appeal and success are built on providing the most expansive selection of DVDs; an easy way to choose movies; and fast, free delivery.

Netflix has been ranked the #1 rated website for customer satisfaction for two consecutive years, according to a survey by ForeSee Results and FGI Research in the spring of 2005 and winter of 2006. In the fall of 2005, Fast Company magazine named Netflix the winner of its annual Customers First Award.

For more information on the company please visit www.netflix.com

THE POSITION

Netflix is looking for driven Quality Assurance Specialists to work in our inbound Customer Service Call Center. This person will monitor the delivery of customer service through voice and email transactions. You will provide coaching and feedback as needed to help ensure that we successfully grow our business to over 20M subscribers. The successful candidate will be passionate about quality, customer centric and demonstrate a high level of customer advocacy. They will be skilled in presenting coaching material for call quality in a fast paced environment. The ideal candidate will have exceptional interpersonal skills, be able to speak to quality metrics, execute new initiatives and regularly multi-task. Candidates must possess strong written and verbal communication skills and be able to remain objective. This person must maintain a strong commitment to quality and adaptability to change. In addition, the position will work closely with other key members of the Call Center Management and quality team. This position reports to the Quality Manager.

The following detailed responsibilities reflect the need to meet the customer service demands of this rapidly growing company:
Supports and demonstrates ongoing commitment to quality principles
Delivers constructive coaching and feedback related to quality
Facilitates regular calibration sessions
Delivers new quality initiatives
Motivates others by leading and influencing in a team environment
Recognizes and communicates opportunities to provide superior customer service
May participate in new hire orientation sessions
Tracks coaching opportunities and feedback by employee
Delivers quality assessments and reports results
Interacts daily with other managers and the Call Center Director
Communicates the culture of the organization
Participates in special projects and performs additional duties as required


QUALIFICATIONS
A minimum of 2-4 years experience as a Quality Assurance Specialist in an inbound business to consumer customer service call center environment
Bachelors degree and/or call center industry certifications preferred
Possesses a ?Can Do? attitude
Ability to integrate with an existing team and thrive in a rapidly changing environment
Excellent follow-up skills and ability to meet aggressive deadlines
Strong oral/written communications and presentation skills
Intermediate level skills in MS Windows and MS Office applications with a strong emphasis in MS Excel
Must be decisive, results oriented and an independent worker
Outstanding interpersonal skills
Ability to articulate detailed technical information in an easy to understand manner
Creative thinking skills and solutions-oriented
Ability to demonstrate commitment and perseverance in a fast-paced, data-driven environment


CHARACTERISTICS OF SUCCESS AT NETFLIX
Strong customer orientation, both internally and externally
Strategic thinking both technically and about the business as a whole.
Ability to execute successfully on business strategy
Self motivated / self starter
Desire to work in a fast- paced, evolving, and dynamic environment
Love of challenges and the sense of pride it brings to solve them
Ability to work well in a cross functional environment


See job description above for qualifications.

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