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Quality Assurance Agent

Company: Horizon Solar Power
Location: Hemet
Posted on: November 17, 2019

Job Description:

Horizon Solar Power has an immediate opening for a Quality Assurance Agent. Our Quality Assurances department ensures the accuracy of information and quality of delivery by monitoring telephone calls; recommending improvements where needed.Quality Assurance Agent Job Duties:

  • Listen to recorded calls with homeowners and ensure that proper steps were taken regarding the appointment set/confirm.
  • Complete the required evaluation forms where required; the evaluation form is a checklist provided to the Quality Assurance agents which cover a key area built around the call processes.
  • Verifies contact center agent's results by measuring skills in the use of scripts, product knowledge, sales and serviceability, greeting, listening, etiquette, objection handling, efficiency, and courteous close of a call.
  • Evaluate contact center agents approach by rating effectiveness of contact center agents; providing customer experience ratings; identifying training needs.
  • Cross-check information to ensure that call data has been entered correctly; correct if need be and report any errors to managers.
  • Maintains professional and technical knowledge by attending training classes as provided.
  • Ability to quickly learn policies and procedures and adapt to any policies and procedure changes.
  • Complete other duties as assigned by management and/or supervisors.Quality Assurance Agent Skills Required:
    • Time management and prioritization skills to be able to work independently and manage workload
    • Detail-oriented to help identify the areas where contact center agents are and are not meeting company standards
    • Strong communication skills (written, verbal, listening)
    • Teamwork and collaboration to work effectively with a team of Quality Assurance agents and ensure consistency in how recorded calls are evaluated and feedback provided
    • Computer skills (keyboard skills, spreadsheet proficiency, MS Office, system and software)
    • Must pass a pre-employment drug screenBenefits:
      • Full-Time hours including nights and weekends
      • Paid sick and vacation pay
      • Health, dental, vision, and 401 K savings plans
      • Room for advancement

Keywords: Horizon Solar Power, Hemet , Quality Assurance Agent, Sales , Hemet, California

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