Quality Senior

University of Oklahoma•Oklahoma City, OK

About The Position

Join the Center for Public Management (OU CPM) at the University of Oklahoma and be part of a team dedicated to making a daily impact in the lives of Oklahomans. Located within the College of Continuing Education, OU CPM specializes in providing training, research, and consulting to enhance the efficiency and effectiveness of public sector agencies, staff, and community partners. Our focus is not only on professional and programmatic development but also on fostering a culture of growth and opportunity since 1994. If making a meaningful difference in public service excites you, OU CPM is where your passion meets purpose. The Quality Senior will be responsible for reviewing and evaluating the quality of interactions between support specialists and customers.

Requirements

High School Diploma or GED, AND: 24 months experience in a call center or front-line customer service
Proficient using a computer and telephone
Detail orientated for accuracy of data and information
Ability to build rapport
Customer service skills
Strong initiative to solve problems
Strong verbal and written communication skills to provide clear and constructive feedback to support specialists.
Attention to detail to accurately assess the quality of customer interactions
Ability to identify issues, analyze root causes, and recommend effective solutions for process improvement.
Ability to collaborate with team members and supervisors to address quality related issues.
Excellent listening skills to accurately assess customer interactions and provide relevant feedback.
Ability to navigate computer systems and technologies

Nice To Haves

Familiarity with contact center technologies and quality monitoring tools.

Responsibilities

Listen to recorded customer interactions to evaluate and score against identified quality criteria.
Researches, retrieves, and analyzes information.
Performs research functions, analyze data, and provide service and support.
Participate in calibration sessions to ensure consistency in evaluation criteria.
Identify trends, patterns and areas for improvement based on analysis.
Document and provide feedback on quality performance to support specialists as needed.
Identifies discrepancies and resolve problems.
Participate on work teams to develop project goals and support materials.
Establishes and maintains professional internal and external relationships.
Researches information using specialized database. Maintains accurate call tracking information through the database.
Maintains level of knowledge and skill needed to complete complicated or heated contact center transactions.
Participates in initial and on-going training to maintain level of knowledge of contact center and agency policies and procedures.
Performs various duties as needed to successfully fulfill the function of the position.