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WSP is currently initiating a search for a Quality Assurance Specialist I for our Costa Mesa, CA office.

JOB SUMMARY

This position will help preserve service excellence through monitoring and assessing customer interactions of Contact Center Associates; documenting agent performance strengths and weaknesses using a Quality Management System (Calabrio); highlighting immediate compliance issues; assisting in generating standard process measurement reporting; and developing quality guidelines and procedural manuals

DUTIES AND RESPONSIBILITIES

• Include some or all of the following. Manager may assign other duties as needed.

• Performs call, email, chat, and text monitoring and assessment of Customer Service Representatives (CSRs) for both inbound and outbound calls

• Image review quality assurance

• Participates in calibration exercises

• Participates in internal listening and viewing sessions

• Assists Quality Assurance Manager in providing standard weekly and monthly reporting within predetermined reporting parameters

• Provides regular feedback to quality leadership regarding call trends or compliance issues that may arise

• Works with quality leadership to continually define quality assurance guidelines

• Responsible for ensuring internal and external customer interactions are handled in compliance with established procedures and standards

• Become a subject matter expert in all business segments

• Offers suggestions for process improvement to foster exceptional customer experience

• Assists with the creation and updating of procedure/training manuals

• Maintains overall objectivity in supporting consistent and superior customer service

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Excellent verbal communication skills

• Excellent attendance and punctuality

• Possess strong interpersonal skills and have compassion and empathy for customer situations

• Be energetic, self-motivated, and quick-thinking

• Ability to work in a team environment or independently while being flexible and open to learning new experiences in a fast‐paced changing environment

• Ability to read and comprehend normal instructions, correspondence, and memos

• Ability to effectively present information in one‐on‐one situations to customers, clients, and other employees of the organization

• Ability to apply common sense understanding to carry out detailed written or oral instructions

• Ability to work flexible eight (8) hour shift between 8:00 a.m. to 6:00 p.m. Monday to Friday

• Must be able to pass background and drug screenings

• Ability to achieve and maintain departmental performance standards

PHYSICAL DEMANDS

Ability to perform the essential job functions consistent safely and successfully with the ADA, FMLA, and other federal, state and local standards, including meeting qualitative and/or quantitative productivity standards.

• Ability to adhere to attendance requirements

• Primarily sedentary physical work requiring ability to lift a maximum of 10 pounds

• Must be able to lift, carry, walk and stand

• Vision for reading, recording and interpreting information

• Frequent speech communication, hearing and listening to maintain communication

• Daily use of computer and keyboard, standard office equipment and telephone

• Ability to access, input, and retrieve information from the computer

• Frequent hand/eye coordination to operate computer keyboard and office equipment

• Noise level in the work environment is quiet to moderate

SUPERVISORY RESPONSIBILITIES

This position has no supervisory responsibility.

EDUCATION AND/OR EXPERIENCE

• High school diploma or general education degree (GED)

• Six (6) months quality assurance service experience required

• Bilingual Spanish is a plus

• Bilingual Vietnamese is a plus

WSP Benefits

WSP provides a comprehensive suite of benefits focused on a providing health and financial stability throughout the employee’s career. These benefits include coverage related to medical, dental, vision, disability, and life; retirement savings; paid sick leave; paid vacation (or other personal time); paid parental leave; and paid time off for purposes of bereavement, voting, and/or attendance at naturalization proceedings.

Compensation

Expected Pay (California only): $20.63/hr - $30.92/hr

WSP USA is providing the compensation range that the company in good faith believes it might pay and offer for this position, based on the successful applicant’s education, experience, knowledge, skills, abilities in addition to internal equity and specific geographic location. WSP USA reserves the right to ultimately pay more or less than the posted range and offer additional benefits and other compensation, depending on circumstances not related to an applicant’s sex or other status protected by local, state, and/or federal law.

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About WSP

WSP USA is the U.S. operating company of WSP, one of the world's leading engineering and professional services firms. Dedicated to serving local communities, we are engineers, planners, technical experts, strategic advisors and construction management professionals. WSP USA designs lasting solutions in the buildings, transportation, energy, water and environment markets. With more than 15,000 employees in over 300 offices across the U.S., we partner with our clients to help communities prosper.

www.wsp.com

WSP provides a flexible and agile workplace model while meeting client needs. Employees are also afforded a comprehensive suite of benefits including medical, dental, vision, disability, life, and retirement savings focused on providing health and financial stability throughout the employee’s career.

At WSP, we want to give our employees the challenges they seek to grow their careers and knowledge base. Your daily contributions to your team will be essential in meeting client objectives, goals and challenges. Are you ready to get started?

WSP USA (and all of its U.S. companies) is an Equal Opportunity Employer Race/Age/Color/Religion/Sex/Sexual Orientation/Gender Identity/National Origin/Disability or Protected Veteran Status.

The selected candidate must be authorized to work in the United States.

NOTICE TO THIRD PARTY AGENCIES:

WSP does not accept unsolicited resumes from recruiters, employment agencies, or other staffing services. Unsolicited resumes include any resume or hiring document sent to WSP in the absence of a signed Service Agreement where WSP has expressly requested recruitment/staffing services specific to the position at hand. Any unsolicited resumes, including those submitted to hiring managers or other business leaders, will become the property of WSP and WSP will have the right to hire that candidate without reservation – no fee or other compensation will be owed or paid to the recruiter, employment agency, or other staffing service.