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Representative 2, Customer Service Operatons (QA)

Company: Comcast
Location: Nashville
Posted on: November 11, 2019

Job Description:

Business Unit: Job Summary:
Responsible for monitoring and analyzing the overall quality of both
inbound and outbound telephone calls. Documents quality issues and
performance measures for management review. Provides information to
assist in the feedback and formal education process of individuals on
the phone. Works with moderate supervision/guidance. Is accountable for
individual results and impact on team.

Employees at all levels are expect to:

- Understand our Operating Principles; make them the guidelines for how
you do your job
- Own the customer experience-think and act in ways that put our
customers first, give them seamless digital options at every touchpoint,
and make them promoters of our products and services
- Know your stuff-be enthusiastic learners, users and advocates of our
game-changing technology, products and services, especially our digital
tools and experiences
- Win as a team-make big things happen by working together and being
open to new ideas
- Be an active part of the Net Promoter System-a way of working that
brings more employee and customer feedback into the company-by joining
huddles, making call backs and helping us elevate opportunities to do
better for our customers
- Drive results and growth
- Respect and promote inclusion and diversity
- Do what's right for each other, our customers, investors and our
communitiesCore Responsibilities:
- Monitors inbound and outbound telephone calls within call center(s) to
ensure customer service meets quality assurance standards.
- Documents customer service quality issues according to procedure.
- Compiles reports pertaining to performance and quality assurance
issues for review by management. Advises management, using written
and/or verbal reports, in a timely and efficient manner.
- Contributes in learning sessions and other programs meant to educate
call representatives on performance and quality assurance issues.
- Provides timely and efficient feedback on call quality.
- Regular, consistent and punctual attendance. Must be able to work
nights and weekends, variable schedule(s) and overtime as necessary.
- Other duties and responsibilities as assigned.Job Specification:
- High School or Equivalent
-
-
- Generally requires 2-5 years related experience



?Comcast is an EOE/Veterans/Disabled/LGBT employer

Keywords: Comcast, Nashville , Representative 2, Customer Service Operatons (QA), Hospitality & Tourism , Nashville, Tennessee

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