Quality Assurance Customer Service

**The Day-to-Day Activities**:- Participates in the design of chat monitoring formats and quality standards.- Performs chat monitoring and provides trend data to the site management team.- Analyze the customer survey to identify dissatisfaction with customer experience and expectations.- Uses a quality monitoring data management system to compile and track performance at team and individual level.- Provides actionable data to various internal support groups as needed.- Coordinates and facilitates call calibration sessions for call center staff.- Provides feedback to call center team leaders and managers.- Prepares and analyzes internal and external quality reports for management staff review.- Perform other duties as assigned.**Requirements**:- 2-3 years Customer Service experience.- Bachelor Degree is a plus.- Excellent verbal, written and interpersonal communication skills.- Outstanding customer service skills and dedication to providing exceptional customer care.- Must be self-motivator and self-starter.- Focus on quality and customer service.- Exceptional listening and analytical skills.- Solid time management skills.