Allied Benefit Systems

BPO Call Center Quality Support

Remote USA Only Published 3 weeks ago

Job Title: BPO Call Center Quality Support

Department: Customer Service

FLSA Status: Non-Exempt

Job Status: FT

Reports To: Call Center Training & Quality Manager

Work Schedule: Monday-Thurs, 8:00 am-4:30pm or 8:30-5:00 One night a week 10:30-7:00 Occasional trainings on a Sat 9am-12pm CST

Assessments: PI Behavioral and Cognitive assessments

POSITION SUMMARY The BPO Call Center Quality Support role assists in all Training & Quality tasks in the Customer Service Dept. such as regular BPO quality reviews, assistance in New Hire and cross-training initiatives, management of BPO training resources, continued education, and support to team member inquiries.

ESSENTIAL FUNCTIONS

  • Support all BPO Quality Audits including dedicated books of business, special audits and request
  • Assist in innovative platform developments for all BPO books of business, resource maintenance and question boxes.
  • Identify education opportunities for call center teams.
  • Offer solid and exceptional assistance to all employees: upward, downward, and unilaterally as well as provide candid feedback and examples when warranted.
  • Support daily BPO question support lines, trend training and quality data to enhance processes.
  • Other duties as assigned.

POSITION QUALIFICATIONS

  • Adaptability – Adapts to change, open to new ideas and responsibilities.
  • Communication – Communicates effectively both internally and externally, where applicable. Includes both written and verbal communication.
  • Initiative – Takes action independently, seeks new opportunities, and strives to see projects to completion.
  • Interpersonal Skills – Builds strong relationships, is flexible/adaptable, works well with others, and solicits feedback.
  • Job Knowledge – Understands the facets of job, aware of duties and responsibilities, and keeps job knowledge current.
  • Leadership – Provides strong leadership, sets a good example as a skilled decision maker, motivator and encourager.
  • Problem Solving – Strives to understand contributing factors, works to resolve complex situations.
  • Productivity – Manages workload, works efficiently, and meets goals and objectives.
  • Quality – Strives to eliminate errors, accurate work is a priority, seeks opportunities to improve product/services.
  • Self-Development – Looks for opportunities to increase knowledge, works to increase responsibility, strives to achieve personal goals and/or maintains licenses and other pertinent requirements.
  • Sense of Urgency – Meets deadlines, establishes appropriate priority, and completes tasks assigned in timely manner.
  • Teamwork – Accountable to team, works to meet established deliverables, appreciates view of team members, and respectful.
  • Technical Skills – Maintains current understanding of technical process/equipment, uses technology to increase performance/productivity; effectively uses online tools and resources.

SKILLS & ABILITIES

  • Intermediate experience with Word, Excel, Outlook, and PowerPoint.
  • Adapt well to change and successfully set and adjust priorities.
  • Multitask and successfully operate in a fast-paced, team environment as needed.

Experience

  • Experience in a Customer Service call center environment is strongly preferred.
  • Training or Quality Audit experience a plus.
  • Medical Insurance experience preferred.

Education

High school diploma required, and some college is preferred but not mandatory.

Certificates & Licenses

N/A

PHYSICAL DEMANDS

Desktop/Standing/Sitting

WORK ENVIRONMENT - Remote/Virtual Office Location