Quality Assurance Specialist

Interstate Waste Services is the most progressive and innovative provider of solid waste and recycling services in the country! We primarily service Northern New Jersey, Southern New York State, New York City, with a landfill located in Ohio, where we also own and operate a state-of-the-art rail-served landfill. We cater to a diverse range of residential, industrial, and commercial customers. Our mission has always been to provide our customers with the highest quality waste, recycling, and environmental services, while keeping focus on employee, customer, and environmental safety.

What makes our company culture unique is we have mastered the ability to balance the standards of a large corporate company while maintaining our small business family style culture.

Summary: We value people that are passionate about providing excellent customer service. Our employees thrive in being part of a team who creates and cultivates professionalism in the workplace. Our focus of expertise is Service, Customer Service, Business-to-Business (B2B) and Business-to-Consumer (B2C).

The Quality Assurance (QA) Specialist plays a key role within the contact center organization to monitor and assess contact center quality to ensure a valuable customer experience. This role is responsible for supporting a coaching-rich environment focused on ensuring Customer Service Representatives, Escalations Specialists, Sales Support Specialists, and Team Leads perform at a consistently high level. The QA Associate will partner with Team Leads and the Training and Quality Manager to provide key feed targeted coaching and training opportunities and play a vital support role in the customer experience. This role will also aggregate and identify quality and performance trends and ultimately execute QA programs driven by leadership and the organization.

Call Center Operations:

· Monitor contact center calls by listening to both live calls and recordings, emails, and chat to ensure the best level of quality is being provided.

· Audits contact center calls and other functions, comparing against the established quality criteria to ensure that quality/adherence policies and procedures are being met.

· Identifies opportunities for training and coaching staff (Customer Service Representatives (CSR), Escalations Specialists (ES), and Team Lead (TL) through implementing corrections and improvements.

· Provides feedback and coaching from a position of support and success of the CSR’s, ES’s, and TL’s; conducts regularly scheduled help sessions

· Identifies and recognizes quality and performance trends, communicates to Supervisor, and identifies optimization opportunities.

· Demonstrates a comprehensive understanding of the contact center's overall suite of services, operating platform(s), and strategic initiatives.

· Provides individual performance feedback to the management team related to CSR’s, ES’s, and TL’s if an improvement issue is identified.

· Assess teams performance at the team and individual levels and prepare reports to be shared with contact center operations leadership.

· Participate in calibration sessions to ensure all analysts are administering standard best practices and scoring is consistent.

· Collaborates on the content of quality assurance scorecard

· Other duties and responsibilities as assigned within the professional scope of practice/training/education.

People

· Effective collaborative relationships with peers and other subject matter experts (SME) to seek resolution of issues identified through monthly call monitoring/audits.

Project Management

· Participates in projects associated with elevating the quality of service to both our internal and external customers.

· Tracking project plan progress, proactively identifying areas of resistance and outliers to escalate for mitigation, and executing mitigation plans as needed.

· Bachelor’s degree or combination of education and experience

· Minimum 3 years’ experience in Learning & Development or a Quality Assurance capability.

· Understanding of contact center quality assurance scoring, calibrations, and coaching.

· Demonstrated proficiency in problem assessment, and resolution, and collaborative problem-solving in complex, and interdisciplinary settings.

· Strong organizational skills, time management, project management, and the ability to set priorities among multiple competing objectives, tasks, and initiatives are required.

· Strong knowledge of customer service processes and techniques.

· Desire to be a change agent and ability to be agile and work in ambiguous environments.

· Experience developing people, providing feedback or leading a team.

· Possesses an affinity for both quality and customer service.

· Impeccable communication skills (both written and verbal) ensuring delivery is of the highest quality and standard to certify clarity, appropriate level of detail, and timely response.

· Experience working independently and within a team environment.

· A self-starter with strong prioritization, organizational and leadership skills.

This job description is intended to be an accurate representation of the general functions of the job, rather than exhaustive list of duties, responsibilities, or experience. Other duties may be assigned, requested, or required. Aspects of the job may be altered without notice.

Interstate Waste Services provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.