Description |
Responsible for observing and evaluating calls based on established company guidelines. Provide actionable data and work with T-Mobile management to assist in the improvement of quality, consistency of service and increased customer satisfaction. Demonstrate the behaviors and values of the Get More Commitment.
Essential Duties and Responsibilities
* Observe and evaluate calls bases on established company guidelines
* Identify successes and opportunities on customer calls based on T-Mobile goals, objectives and established guidelines
* Contribute to increased customer satisfaction and assist in development of CSRs
* Suggest improvement to increase the quality of service delivered to customers
* Handle inbound customer service calls during scheduled intervals to keep well versed and up-to-date on information which directly pertains to customer service and industry practice
* Attend training on a regular basis and display accurate knowledge of T-Mobile policies and processes
* Participate in calibration sessions, in accordance with established calibration process
* Capture accurate data for reporting and analysis
* Other duties as required
Supervisory Responsibilities: None
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Requirements |
Qualifications
* Must possess the ability to learn by assimilating and applying in timely manner new job-related information that may vary in complexity
Education & Experience/Training
* 1 year customer service and/or quality experience
* Associate's degree or equivalent work experience preferred
* Working knowledge of MS Office
Knowledge, Skills, and Abilities:
* Demonstrated verbal and written communication skills required
* Ability to work independently, manage time and prioritize
* Strong knowledge of T-Mobile customer service systems, policies, products, services and procedures
Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
While performing the duties of the Quality Specialist, the employee is continuously required to sit or stand at a computer workstation, grasp, push, and pull with right and left hands, handle, finger, and key repetitively with right and left hands. The employee is continuously required to mouse at the computer. The employee is frequently required to write. The employee is continuously required to read, speak, and/or hear. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, depth perception, and ability to adjust focus.
Work Environment:
The employee will perform approximately 99% of responsibilities indoors. The noise level in the work environment is usually moderate.
When asked "How did you hear about us?" please select the option "Other" from the list and type "LatPro" on the next open field.
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