Easter Seals Jobs

Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments - creating exceptional outcomes for our clients and the millions of people who count on them. You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is noticed and valued every day.

Quality Assurance Associate III

Are you passionate about ensuring high-quality customer interactions and enhancing customer service performance?

Do you excel in monitoring, evaluating, and providing feedback to improve customer experiences in a call center environment?

About the Role:

As a Quality Assurance (QA) Associate III, you will be responsible for monitoring and evaluating the quality of customer interactions in our call center. Your role ensures that customer service representatives (CSRs) adhere to company standards, policies, and procedures. You will provide feedback and recommendations to improve customer service performance and enhance the overall customer experience.

Responsibilities:

• Monitoring and evaluating recorded and live customer calls to ensure adherence to quality standards.

• Providing detailed feedback and conducting coaching sessions with CSRs to enhance their skills and performance.

• Collaborating with team leaders and supervisors to address performance issues and develop improvement plans.

• Maintaining accurate records of call evaluations, feedback, and coaching sessions.

• Generating and analyzing QA reports to identify trends, areas for improvement, and training needs.

• Ensuring compliance with company policies, industry regulations, and quality standards.

• Participating in the development and enhancement of QA processes, tools, and methodologies.

• Collaborating with the QA team and other departments to identify and implement best practices.

• Contributing to the development of training materials and programs to improve CSR performance.

• Monitoring customer feedback and satisfaction scores to identify areas for improvement.

• Implementing initiatives with the customer service team to enhance the customer experience.

• Advocating for the customer by ensuring that quality standards align with customer expectations and needs.

Requirements:

• Holding a high school diploma or equivalent; a bachelor’s degree in Business, Communications, or a related field is preferred.

• Demonstrating 1-3 years of experience in quality assurance, customer service, or a related field, preferably within a call center environment.

• Understanding call center operations and customer service principles.

• Listening analytically and solving problems effectively.

• Paying strong attention to detail and committing to accuracy.

• Communicating effectively and exhibiting strong interpersonal skills.

• Proficiently using QA tools and software.

• Working independently and as part of a team.

Desired Competencies:

• Focusing on the customer with a commitment to delivering high-quality service.

• Providing constructive feedback and coaching effectively.

• Organizing and managing time efficiently.

• Handling multiple tasks and priorities in a fast-paced environment.

• Adapting and learning new QA methodologies and tools willingly.

Flexible Working:

At Conduent, we value individuality and flexibility in how our associates work and deliver their best. In this role, you can expect the following working conditions:

• Remote work: Enjoy the flexibility of working from home, optimizing your work-life balance.

Working For You:

Perks and rewards designed for you:

• Health and Welfare Benefits: Tailored to fit your and your family's needs, effective from day one.

• Retirement Savings: Supportive plans to help you secure your financial future.

• Employee Discounts: Access a broad array of discounts on merchandise, services, travel, and more.

• Career Growth Opportunities: A variety of opportunities to advance your career within a global company.

• Paid Training: Earn while you learn with access to award-winning learning platforms.

• Paid Time Off: Attractive packages designed to help you enjoy your life outside of work.

• Great Work Environment: Join an award-winning culture recognized for diversity and inclusion efforts.

Join Us:

At Conduent, we are united by a single mission. We know that our success is tied to the success of our associates. We strive to create an environment where you can:

• Bring your authentic self to work every day.

• Grow and thrive both personally and professionally.

• Make a meaningful impact with our clients, in our communities, and for the millions of people we serve.

When you join Conduent, you are part of a future-oriented team – shaping both the company's and your own future. With more than 60,000 associates in 24 countries, you'll have opportunities to grow with people who inspire you to be your best.

Pay Transparency: Certain jurisdictions require the disclosure of compensation and benefits-related information. For this position, actual salaries will vary and may be above or below the range based on factors including but not limited to location, experience, and performance. In addition to base pay, this position may be eligible for bonuses or incentives. Conduent offers a variety of benefits including health insurance, dental and vision programs, life and disability insurance, a retirement savings plan, paid holidays, and paid time off (PTO) or vacation and sick time. The estimated salary range for this role is $33,600-$40,352

Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law.

People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by clicking on the following link, completing the accommodation request form, and submitting the request by using the "Submit" button at the bottom of the form. For those using Google Chrome or Mozilla Firefox please download the form first: click here to access or download the form (https://downloads.conduent.com/content/usa/en/file/conduent-applicant-adaaa-referral-form.pdf) . You may also click here to access Conduent's ADAAA Accommodation Policy (http://downloads.conduent.com/content/usa/en/document/cdt_adaaa_accommodation_pol.pdf) .

At Conduent we value the health and safety of our associates, their families and our community. For US applicants while we DO NOT require vaccination for most of our jobs, we DO require that you provide us with your vaccination status, where legally permissible. Providing this information is a requirement of your employment at Conduent.