Insulet Corporation

Customer Care Audit Specialist

US-MA-Billerica | US-MA-Billerica
2 weeks ago
Category
Customer Care / Customer Support

Position Summary

The Quality Specialist is responsible for assessing the quality of the performance of Insulet’s Customer Care Associates and Specialists in our contact center. The Quality Specialist will monitor inbound and outbound calls and customer cases and activities to assess associates demeanor, customer service performance, technical accuracy, and conformity to company policies and procedures. This individual will provide feedback to Customer Care Managers, Supervisors, and Team Leads to assist in coaching and development of Customer Care Associates and Specialists, and work closely with training teams to provide feedback to assist in measuring training effectiveness and identifying training needs.

Responsibilities

  • Completes quality evaluations for calls and cases for Customer Care teams in our contact center.
  • Provides monitoring and evaluation feedback to Customer Care Managers, Supervisors, and Team Leads.
  • Coordinates with training team to ensure that quality evaluations and feedback assist in measuring training effectiveness and highlighting additional training needs.
  • Coordinates and facilitates call calibration sessions for Customer Care.
  • Uses quality monitoring data to compile and track performance at team and individual level.
  • Provides actionable data to various internal support groups as needed.
  • Prepares and analyzes quality reports for management staff review.
  • Participates in design of call monitoring formats, quality standards, and evaluation scorecards.
  • Perform other duties as assigned.

Education and Experience

  • 4+ years of Contact Center experience, with Quality Monitoring experience preferred
  • Bachelor’s Degree preferred
  • 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
  • Must be able to effectively deal with people at all levels inside and outside of the Company
  • Creative ability & writing proficiency
  • Ability to multitask and successfully operate in a fast paced, team environment
  • Must adapt well to change and successfully set and adjust priorities as needed
  • Must be proficient with Microsoft Office (intermediate Word, basic Excel)
  • Bi-lingual a plus

 

Physical Requirements:

  • Requires sitting and standing associated with a normal office environment.
  • Manual dexterity needed for using a calculator and computer keyboard.
  • Lightweight lifting may be required.
  • Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • This position may require occasional travel.

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