Ezee Fiber
Quality Assurance Lead
Ezee Fiber, Houston, Texas, United States, 77246
Quality Assurance Lead
Ezee Fiber is seeking an analytical individual with strong customer service and communication skills, this person will work to maintain a desired level of quality in our services and products, especially by means of attention to every stage of the process of delivery.
About Ezee Fiber
At Ezee Fiber, we're dedicated to providing innovative and reliable fiber optic solutions that enhance connectivity and communication. Our brand stands for excellence, cutting-edge technology, and exceptional customer service. We pride ourselves on a collaborative and dynamic work environment where creativity and technical expertise drive our success.
ResponsibilitiesEstablish and refine internal support and call center quality benchmarks to ensure optimal service delivery.Evaluate support engagements against predefined quality criteria.Review a selection of support agents' interactions across various channels (calls, emails, chats, etc..).Monitor and analyze recorded and live telephone calls for quality assurance purposes.Provide comprehensive and constructive feedback alongside evaluations.Engage in regular meetings with agents to discuss and elaborate on feedback.Offer coaching and feedback to agents to enhance their performance.Devise strategies aimed at enhancing support KPIs.Guide the team in improving agent performance through specific instructions and ongoing support.Identify training and onboarding needs and spearhead related initiatives.Facilitate calibration sessions to maintain consistency in internal evaluations.Collaborate with the Reporting Team to generate comprehensive reports reflecting support performance.Oversee customer service performance at both individual agent and team levels.Report the support team's performance to senior management.Foster a positive team culture through active contribution.Requirements
Participation in the development and implementation of call quality programs.Excellent communication skills, both written and verbal, for effective documentation.Proficiency in maintaining accurate and up-to-date records, including agent interactions.Ability to prepare regular reports on agent resolution activities and outstanding issues.Strong adherence to compliance with relevant laws, regulations, and company policies.Prior experience in the customer service domain.Demonstrated analytical skills and experience in quality assurance.Competency in setting quality standards for inbound, outbound calls, emails, and chatExceptional people skills for delivering constructive feedback.Strong organizational skills and familiarity with goal-setting practices.Proficiency in data visualization and understanding of support metrics.Awareness of basic business metrics and the impact of support operations.Aptitude for problem-solving to devise effective strategies for improving support quality.Proficiency in computer navigation and the Microsoft Office Suite.Ability to work independently and adapt to flexible hours as needed.Involvement in various projects and willingness to undertake additional duties as required.Pay & Benefits
Competitive compensation packageHealth, Dental and Vision insurance401k matchPaid time off and other generous benefit programs
Ezee Fiber is seeking an analytical individual with strong customer service and communication skills, this person will work to maintain a desired level of quality in our services and products, especially by means of attention to every stage of the process of delivery.
About Ezee Fiber
At Ezee Fiber, we're dedicated to providing innovative and reliable fiber optic solutions that enhance connectivity and communication. Our brand stands for excellence, cutting-edge technology, and exceptional customer service. We pride ourselves on a collaborative and dynamic work environment where creativity and technical expertise drive our success.
ResponsibilitiesEstablish and refine internal support and call center quality benchmarks to ensure optimal service delivery.Evaluate support engagements against predefined quality criteria.Review a selection of support agents' interactions across various channels (calls, emails, chats, etc..).Monitor and analyze recorded and live telephone calls for quality assurance purposes.Provide comprehensive and constructive feedback alongside evaluations.Engage in regular meetings with agents to discuss and elaborate on feedback.Offer coaching and feedback to agents to enhance their performance.Devise strategies aimed at enhancing support KPIs.Guide the team in improving agent performance through specific instructions and ongoing support.Identify training and onboarding needs and spearhead related initiatives.Facilitate calibration sessions to maintain consistency in internal evaluations.Collaborate with the Reporting Team to generate comprehensive reports reflecting support performance.Oversee customer service performance at both individual agent and team levels.Report the support team's performance to senior management.Foster a positive team culture through active contribution.Requirements
Participation in the development and implementation of call quality programs.Excellent communication skills, both written and verbal, for effective documentation.Proficiency in maintaining accurate and up-to-date records, including agent interactions.Ability to prepare regular reports on agent resolution activities and outstanding issues.Strong adherence to compliance with relevant laws, regulations, and company policies.Prior experience in the customer service domain.Demonstrated analytical skills and experience in quality assurance.Competency in setting quality standards for inbound, outbound calls, emails, and chatExceptional people skills for delivering constructive feedback.Strong organizational skills and familiarity with goal-setting practices.Proficiency in data visualization and understanding of support metrics.Awareness of basic business metrics and the impact of support operations.Aptitude for problem-solving to devise effective strategies for improving support quality.Proficiency in computer navigation and the Microsoft Office Suite.Ability to work independently and adapt to flexible hours as needed.Involvement in various projects and willingness to undertake additional duties as required.Pay & Benefits
Competitive compensation packageHealth, Dental and Vision insurance401k matchPaid time off and other generous benefit programs