PFS Company Statement:

PFS is a global commerce services company. We help leading brands deliver exceptional commerce experiences worldwide. We are a diverse team with distinct interests, skills, and backgrounds collaborating across all facets of commerce—from business consulting and design to technology and operations. Together, we take pride in performing at our best to produce the best possible results for our client and their clients.

Company Vision:

1. We will provide a Full Commerce Solution
2. We will be World-Class at Every Service we offer
3. We will engage with our clients as a Strategic Partner

CONTACT CENTER QUALITY ASSURANCE ASSOCIATE

RESPONSIBILITIES INCLUDE, BUT ARE NOT LIMITED TO:

• Reviews and evaluates CSR phone, email, and chat monitoring records to ensure accuracy and consistency
• Identifies weakness in performance or departmental procedures and suggests a course of action to improve these areas through trending and analysis
• Provides constructive and timely feedback to rectify errors and to prevent further inconsistencies
• Reviews quality assurance standards, studies existing policies, and gathers feedback to report to management
• Suggest changes in policy and procedure based on results of data collected to ensure quality service
• Daily interaction with floor supervisors, management, and client concerning retraining issues and policy changes
• Facilitating weekly calibration sessions with clients and management staff
• Data mining, profiling, segmenting and generating strategical measurements using voice and data analysis
• Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments
• When required, change priorities based on the needs of the client and demonstrate excellent time management skills

MINIMUM QUALIFICATIONS REQUIRED:

• One to two years relevant work experience in contact center environment
• Experience in data/voice analytics
• Exceptional interpersonal, written, and verbal skills
• Consistent history of meeting/exceeding QA goals
• Computer proficiency with Microsoft Excel, PowerPoint, and Word
• Ability to monitor and effectively coach inbound customer service representatives daily to improve results
• Ability to communicate issues to management
• Self-starter and the ability to work independently
• Skilled at prioritization and multi-tasking
• Excellent written and verbal communications skills
• Attention to detail and strong organizational skills
• Ability to work well in a fast-paced, team environment
• Strong interpersonal and customer service skills
• Maximizing time efficiently
• Strong critical thinking skills
• Analytical/problem-solving skills
• Excellent judgment and decision making skills
• High School Diploma or equivalent
• Bilingual -Spanish is a plus

PREFERRED QUALIFICATIONS:

• College degree

Knowledge of Uptivity/Call Copy software

Pre-employment background screening will be conducted.

PFSweb Inc. is an EEO/AA - M/F/Disability/Protected Veteran Status employer.   

Job Level/Salary Grade: Associate

Exemption Status: Non Exempt

Required Skills Required Experience

• Must have a strong understanding of the basic principles of business and referral development, hospital/clinical marketing and sales and the operation of physician offices and referral practices.
• Clinical background would be helpful.
• Must have the ability to establish and maintain relationships with physicians and physician office staffs to gain trust and understanding in an effort to increase referral to IDS services.
• Possess strong analytical skills, with the ability to manipulate and present data in a logical and meaningful manner with limited direction or senior leadership intervention.
• Demonstrated ability to develop  referral development plans.
• Demonstrated experience successfully managing multiple projects, territory and customers simultaneously. Possess confidence and comfort speaking with physicians and other executives about opportunities.
• Excellent written and verbal communication skills, with strong public presentation and interpersonal skills.