Contact Center Quality Auditor

Title:

Contact Center Quality Auditor

HomeSafe Alliance is the single global household goods movement manager of over 300,000 Military Household Goods moves per year for USTRANSCOM and the U. S. Armed Forces, Department of Defense civilians, U. S. Coast Guard, and their families.

When you become part of our team at HomeSafe Alliance, your opportunities are endless. Through internal collaboration, and with our partners and customers, we're defining tomorrow's challenges, then providing the innovative solutions to overcome those challenges, always maintaining our commitment to Zero Harm and Sustainability Platform.

Working at HomeSafe Alliance means being rewarded for your contributions. In addition to competitive benefits and professional development, our people are empowered to use all their potential, creating meaningful change for themselves and our clients. We attract the best minds in the world because our expertise thrives on creativity, resourcefulness and collaboration. That is how we supply our clients with cutting-edge solutions.

As the needs of the world change, we're ready to respond and guide the way forward with strategic, sustainable, and technological advancements grounded in more than a century of practical application and execution.

The HomeSafe team is dedicated to providing fast, easy, and efficient relocation experiences. More than 300,000 military and government households are relocated every year. Coordinating these transfers is a massive undertaking-and we're proud to say that HomeSafe is positioned to improve the customers' moving experience. As the GHC prime contractor and household goods moving service integrator, we provide earlier visibility into upcoming moves and greater network throughput capacity-ensuring household goods shipments are picked up and delivered on time. With cutting-edge technology and proven logistics expertise, we're transforming the moving process by continuously evaluating, refining, and improving our tools and techniques. We're dedicated to making sure that every move is better than the last.

About the Role:

The Quality Auditor is responsible for performing quality audits on customer interactions in an omnichannel environment to ensure the highest quality standards in accordance with company policies and procedures. The Quality Auditor documents the quality review results and provides feedback and trend data to the contact center leadership team according to prescribed intervals. This role is heavily analytical and requires critical thinking skills, sound judgement, flexibility, and effective communication skills to optimize customer experience. They will also identify improvements to performance, processes, and training within the Customer Care department.

POSITION DESCRIPTION :

• Perform quality review of a subset of contact center customer interactions and/or processes to determine department and representative performance and identify process gaps for improvement.

• Monitor, evaluate and score contact center communications against established quality assurance standards to ensure contractual compliance and representatives adhere to predetermined quality standards.

• Prepare internal scorecards for contact center representatives with related knowledge management aids and a way forward for success.

• Identify issues and make recommendations for process and quality improvement based on customer feedback and contact center best practices.

• Review customer feedback and other metrics and provide contact center management with regular performance reports of representatives.

• Participate in calibration sessions to maintain consistency in internal evaluations.

• Support and communicate business goals, quality standards, processes, procedures, and policies.

• May perform other related duties and responsibilities as assigned and/or required.

QUALIFICATIONS AND SKILLS REQUIREMENTS :

• High School diploma or equivalent

• 2 years of experience in a contact center environment.

• 1 year of experience scoring and rating customer interactions in a contact center environment.

• Exceptional listening and analytical skills, with a strong attention to detail.

• Strong verbal and written communications with the ability to provide 360-degree feedback.

• Ability to work as part of collaborative team as well as autonomously.

• Knowledge of Microsoft Office Suite including Word, Excel, and PowerPoint

• Must be a U. S. citizen due to contractual requirements.

Preferred

• Military move management experience, Military experience and/or immediate family member of a military member while on active duty.

• Experience utilizing NICE software/applications.

• Advanced knowledge of Microsoft Office Suite to include Word, Excel, and PowerPoint.

Note : This position is fully remote / work from home. HomeSafe will supply appropriate equipment, employee providedhigh speed internet is required.

Inclusion and Diversity at HomeSafe Alliance:

At HomeSafe, we are passionate about our people, sustainability, and our Zero Harm culture. These inform all that we do and are at the heart of our commitment to, and ongoing journey toward being a more inclusive and diverse company. That commitment is central to our team of team's philosophy and fosters an environment of real collaboration across cultures and locations. Our individual differences and perspectives bring enhanced value to our teams and help us develop solutions for the most challenging problems. We understand that by embracing those differences and working together, we are more innovative, more resilient, and safer.

Benefits:

• Medical, Dental and Vision Insurance.

• Paid time off (PTO) Three weeks of PTO for newly hired employees

• 401(k)

• Health and Wellness Programs

• Disability, Life and AD&D insurance

• Employee Support program

• Family Support: Bright Horizons, child and elder care services

• Teladoc Medical Experts, second opinion program

• Travel Accident & Medical

• TRICARE Supplement Plan

• Voluntary Benefit Plans

• And more!

At HomeSafe, we are passionate about our people, sustainability, and our Zero Harm culture.

These inform all that we do and are at the heart of our commitment to, and ongoing journey toward being a more inclusive and diverse company. That commitment is central to our team of team's philosophy and fosters an environment of real collaboration across cultures and locations. Our individual differences and perspectives bring enhanced value to our teams and help us develop solutions for the most challenging problems. We understand that by embracing those differences and working together, we are more innovative, more resilient, and .