Customer Service Quality Surge Specialist
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Job Description
Quality Surge Specialist evaluating Customer Service Surge Representatives on child support inquiries. Monitoring CSR performance for adherence to established standards and providing actionable coaching.
Responsibilities:
- Responsible for reviewing and evaluating interactions by Customer Service Surge Representatives to ensure every customer interaction meets the high standards of accuracy and professionalism required for complex child support inquiries.
- Act as a guardian of service quality, monitoring Customer Service Surge Representative (CSR) performance and identifying areas for improvement.
- Perform regular and random audits of recorded calls and chats to evaluate CSR adherence to federal and state child support policies, legal protocols, and agency standards.
- Provide constructive, actionable coaching to CSRs based on evaluations to improve their communication skills, technical accuracy, and ability to handle hostile or difficult inquiries.
- Identify recurring issues or knowledge gaps from audits and prepare detailed reports for management to drive process improvements and targeted training initiatives.
Requirements:
- High school diploma or its equivalent
- Minimum of two years of previous experience in quality assurance, call monitoring, auditing, customer service, or a related field
- Experience in an operational capacity that involved supervising or acting in a management role during the absence of management personnel
- Skills in using standard computer accessories such as keyboards, mice, and 10—key-pad to facilitate seamless navigation of case management systems
- Knowledge in software applications including Microsoft Word, Excel, and various other Windows programs.
- Must be fluent in English.
Benefits:
- We provide the equipment
- Work from home!
- Paid training
- Set schedule: Monday - Friday between 8:00am CT- 6:00pm CT
- Accrue PTO starting day 1
- Benefits effective after 30 days of employment
- 401(k) - Employer contribution after 1 year
- Gym Membership Reimbursements
- Career Growth Opportunities
- Exciting, Fun and Supportive Virtual Work Environment
- Coworkers Who Feel Like Family
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