Description |
Job Title: Quality Specialist (PRO team)
Department and Location: Strategy and Analysis Team within NCSQ (Thornton)
Reports To: PRO Coach
Summary
Responsible for performing researching and gathering detailed data for projects around company initiatives in effort to improve policies and procedures. Identify behavior trends and additional tools that will increase employee satisfaction and customer loyalty. Demonstrate the behaviors and our T-mobile values.
Essential Duties and Responsibilities
* Research, gather and provide specific data on call observations
* Identify behavior trends on call observations
* Determine tool usage by representatives
* Observe and evaluate calls based on established company guidelines
* Capture accurate data for reporting and analysis
* Keep well versed and up-to-date on knowledge that directly relates to Customer Service and T-Mobile products and services
* Attend training on a regular basis and display in depth knowledge of all T-Mobile policies and procedures
* Participate in calibration sessions, in accordance with established calibration process
* 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
* Must have thorough understanding of company policies and procedures
* Must have a good understanding of GRE
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 good 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 PRO 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 use a 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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