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.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.