Quality Assurance Advisor

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Performs functions of quality assurance for the Everett and Fife call centers. Responsible for evaluating performance of Customer Account Executives and collecting/interpreting data to be reported to and used by all levels of the organization. Works with QA Supervisor to promote customer focus through CQE, work order accuracy and customer first initiatives.

-Evaluates work order accuracy.

-Ability to assist other departments and customers as needed.

-Evaluates customer conversations using CQE guidelines.

-Coaches CAE's on quality improvement to include CQE and order accuracy.

-Communicates effectively with individuals/teams to ensure high quality and timely completion of customer requests.

-Stays current on internal work processes, policies and procedures.

-Participates in and leads calibration sessions.

-Identifies recurring challenges with work processes, policies or procedures and contributes ideas to resolve challenges to improve customer service and/or productivity.

-Responsible for contributing to various tracking reports.

-Problem-solving research and resolution.

-Punctual, regular, and consistent attendance.

Qualifications
REQUIRED:
Minimum of 1 year of customer service excellence in a telecommunications call center.

Minimum of 1 year coaching/training or equivalent experience.

Effective communication skills-verbal, written, listening and positive attitude.

Proficient Microsoft Office skills.

Proven problem-solving skills.

Demonstrates drive, initiative to achieve results and ability to work independently.

High School Diploma or GED equivalent.

Must be dependable and flexible in scheduling. Ability to work overtime, as needed.

Preferred Qualifications:

Spanish-bilingual preferred.

Proven excellence in work order accuracy and CQE.

Previous QA experience.

Supervisory skills.

High-speed internet experience.

Bachelor's degree or equivalent experience.

Comcast is an Equal Employment Opportunity/Affirmative Action/Drug-free workplace employer.



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