National Tax Advisory Services Hiring for Telecom Assurance Specialist Job at Dedham, MA Full Time

Telecom Assurance Specialist

The Telecom Assurance Specialist will monitor service and sales calls to assess employee demeanor, technical accuracy, sales performance, and conformity to company policies and procedures. This individual will be responsible to develop, create and implement call center processes and procedures manual as needed.

Responsibilities

• Participates in customer and client listening programs to identify customer needs and expectations.

• Monitor the effectiveness and quality of incoming calls and emails.

• Determine weaknesses in performance and establish solutions to improve.

• Ensure compliance with the company’s quality systems.

• Identify process improvement opportunities.

• Generate and maintain feedback and coaching documentation./Provides feedback to call center team leaders and managers.

• Offer daily feedback via verbal & written communication.

• Develop and maintain thorough knowledge and understanding of products, including performance and functional requirements of call centers.

• Ability to work and complete projects without supervision, self motivated.

• Ability to communicate with discretion and professionalism, understanding when confidentiality is needed.

Qualifications

• 2 years of call center customer care experience, preferably in a technical environment.

• Strong attention to detail, exceptional listening and analytical skills.

• Excellent communication skills both written and verbal required.

• Excellent organizational skills and ability to handle multiple tasks under deadlines.

• Strong knowledge of customer care processes and techniques.

• Demonstrated ability to work well in a team environment.

Job Type: Full-time

Pay: $15.00 – $20.00 per hour

Benefits:

• Health insurance

Schedule:

• Monday to Friday

Ability to commute/relocate:

• Dedham, MA 02026: Reliably commute or planning to relocate before starting work (Required)

Education:

• High school or equivalent (Required)

Experience:

• Customer Service: 3 years (Preferred)

Work Location: One location