Customer Service Quality Assurance Agent
Paper Alternative Solutions, Inc · Latham, NY, US
21 days agoImpress employers and recruiters.
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About the Role
Responsible for quality checking prerecorded customer service calls received from various sources, including employers, third parties, custodial parents, noncustodial parents, and out-of-state case workers. May require call handling during peak volumes.
Responsibilities
- Review prerecorded customer service calls
- Provide feedback to CSR personnel via a web system so they understand and correct mistakes
- Handling live calls during peak volumes, as needed
Requirements
- Excellent communication skills to work with management on meeting contractual required numbers as well as providing feedback to CSR via a web system for errors.
- Analytical skills to rapidly review and interpret data.
- Excellent keyboarding skills with PC and windows operation system.
Skills
- Strong attention to detail and accuracy
- Ability to identify discrepancies and errors efficiently
- Clear communication and coaching ability
- Basic computer proficiency and ability to navigate internal systems
- Ability to multitask and manage workflow
Location
- Endicott, New York
Work Type
- In-office
- Occasional overtime
- Saturday shifts may be required
Salary/Compensations
- $17.00 per hour
About the Company
- Paper Alternative Solutions Inc. is a woman-owned business process outsourcing and staffing company headquartered in Endicott, New York.
- Since 2011, we have partnered with government agencies, prime contractors, and private organizations to provide highly qualified professionals and operational support for large-scale programs and contracts.
- In addition to staffing services, we deliver document management, imaging, workflow automation, and business process solutions that help organizations operate more efficiently and securely.