Quality Assurance Specialist - Retention

Company: Altice USA
Location: Tyler
Posted on: November 15, 2020

Job Description:

QUALITY ASSURANCE SPECIALIST - RETENTION

Job ID: 2020-25949
Location: 1820 SSW Loop 323, Tyler, TX 75701

Altice USA is a cutting-edge communications, media, and tech company. We connect people to what matters most to them; texting with friends, advertising that resonates, or binge watching their favorite show. Our differentiated approach centers around technologies that push the envelope and deliver the ultimate customer experience. We re building a workforce that attracts and retains the best talent, not only to meet the needs of our customers, but that also reflects the diverse communities we serve. We re not the only ones who have seen it; we ve recently been recognized by Forbes as one of America s Best Employers as well as by the Human Rights Campaign, DiversityInc Magazine, and Cablefax for our diversity & inclusion program.

Job Summary

Call Quality Assurance Agent will be responsible for the overall quality of the customer interactions, making improvement recommendations to the Quality Assurance Manager and monitors the result of stated recommendations. The ideal candidate is an exceptionally organized professional that specializes in identifying areas of service improvements and developing programs that improve the overall quality of the customer s experience when interacting with the Call Center.

Responsibilities

* Align call quality expectations with call mentoring and training teams

* Collaborate with Sales Support to manage and oversee the error management system

* Monitor and address the loss of saves and sales due to compliance issues for commission

* Responsible for enhancing and surveilling compliance processes for AUSA

* Assist in the calls monitoring process for the AUSA Churn Management Program



Essential Functions

* Monthly call monitoring for Call Quality and Integrity

* Customer Service and First call resolution will be top priority for this team

* QA team must work closely with Vendors and Internal Teams

* QA team must work closely with mentoring and training

* QA team must work with Sales Support to manage and surveillance the error management system

* QA team must be directly involved in the loss of saves and sales for commission

Qualifications/Requirements

* Bachelor s degree or Associate s with experience in the field

* Proven work experience as a QA tester or similar role

* Superb computer competence, including database management

* Knowledge of quality assurance terminology, methods, and tools

* Analytical, problem-solving, and decision-making skills

* Demonstrated knowledge of testing best practices, version control practices and defect management practice

Preferred Experience

* Bilingual in English and Spanish strongly preferred

* Experiences in Quality Management Software and Processes

* Strong computer skills including Microsoft Office, QA applications and databases

* Business process understanding

Altice USA is an Equal Opportunity Employer committed to recruiting, hiring and promoting qualified people of all backgrounds regardless of gender, race, color, creed, national origin, religion, age, marital status, pregnancy, physical or mental disability, sexual orientation, gender identity, military or veteran status, or any other basis protected by federal, state, or local law.

Altice USA, Inc. collects personal information about its applicants for employment that may include personal identifiers, professional or employment related information, photos, education information and/or protected classifications under federal and state law. This information is collected for employment purposes, including identification, work authorization, FCRA-compliant background screening, human resource administration and compliance with federal, state and local law.

Keywords: Altice USA, Tyler , Quality Assurance Specialist - Retention, Other , Tyler, Texas