Quality Control Agent

Appliance Warehouse of America, Inc. is the nation?s largest and fastest growing in-apartment washer and dryer leasing company. With industry leading customer service, quality equipment, and coast-to-coast locations it?s easy to see why we have experienced so much success.  At Appliance Warehouse we know the driving force behind that success is our dedicated team of employees and we are presently expanding that team.

 

We are currently seeking a motivated individual for a full time Quality Control Agent position in our national dispatch center located in Irving, TX. 



 

General Summary:

 

Monitors call center agents to ensure they are meeting program guidelines, providing accurate information, and maintaining top-notch salesmanship and presentation.

 

Compiles monitoring results for reporting purposes and provides agent feedback. 

 

Identifies compliance trends and training needs.

 

Works with the Quality Control Supervisor to address P&P improvement opportunities.

 

Essential Job Functions:

v  Monitor telephone calls based on criteria set forth in QC guidelines and P & P?s.

v  Responsible for evaluating and providing feedback on each representative?s call performance on an on-going scheduled basis.

v  Responsible for providing Management with daily status updates and month-end results.

v  Responsible for promoting and increasing customer satisfaction and company profitability through call monitoring, coaching and development, and by monitoring call flow to ensure call center response time goals are being met.

v  Error Reports: Responsible for evaluating 20% of each agents work orders to ensure accuracy on a daily basis.

v  Team motivation: Assist the Quality Control Supervisor with maintaining monthly bonus contest and incentive program spreadsheets.

v  Must be available and willing to work such days and hours as the employer determines are necessary or desirable to meet its business needs.

v  Training:  Assist the Quality Control Supervisor with the development and delivery of training curriculum as needed.

 

 Education and Work Experience:

?  High school diploma or equivalent

?  2-5 years quality assurance/customer service experience in a call center environment preferred

 

 Preferred Skills:

?  Call evaluation

?  Teamwork and customer focus

?  Core Values and Basic Principles

?  Excellent communication skills both verbal and written

?  Strong analytical and problem solving skills

?  Intermediate skill level with Word, Excel and Power Point required

?  Must be able to work independently, take initiative and follow through on assignments

?  Must have excellent interpersonal and organization skills

?  Ability to multi-task

?  Goal oriented

 

Appliance Warehouse offers competitive pay and great benefits including medical, dental, vision, paid holidays and a generous 401(k) plan.

 

Contact Information: (no phone calls please)

Please submit resumes to Sharmel Dozier/Quality Control via email to sdozier@appliancewhse.com or via fax to 972-755-5549 or 800-334-5957.