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Remote Quality Assurance Specialist - Military Veterans

Company: First Student, Inc. & First Transit
Location: Glen Ellyn
Posted on: September 25, 2022

Job Description:

Become A Remote Quality Assurance Specialist for First Transit!
As a Quality Assurance Specialist you will be responsible for monitoring and supporting operations in the Cook County Call center for overall quality.
Major Responsibilities:

  • Ensures a high-level of internal and external customer service and promotes a positive work environment.
  • Produces reports to support quality assurance requirements
  • Ensures requests to schedule NEMT transportation and any related inquiries are processed according to contractual requirements
  • Demonstrates extensive communication skills between Management and employees to assure KPIs are met
  • Reports KPI concerns in a timely manner to assure business needs are met
  • Recognizes and supports employees with coaching to improve KPIs.
  • Accurately completes call assessment forms to identify error rate and identify areas for improvement with employee performance
  • Creates coaching forms for each call monitor. Identifies where coaching and performance improvement is needed
  • Tracks and communicates performance trends to identify business areas needing improvement
  • Meets with the Call Center Management team bi-weekly to communicate or recommend areas of improvement for individual performance concerns and share CSR quality successes.
  • Runs monthly reports with CSR phone statistics. Create monthly individual score cards by the 5th of each month. Meet with call center management team to review monthly results by the 7th of each month.

    Remote Work Requirements:

    • High-speed internet access required. Bandwidth must be able to support all responsibilities of this role including taking a high volume of calls.
    • Must live within 50-mile radius from Glen Ellyn Illinois.
    • Must have a quite workspace conducive to focusing, providing professional and excellent customer service, taking calls and completing tasks without interruptions
    • Comfortable using e-mail and chat for real time communication.
    • Self-motivated and comfortable working from home, using a computer.
    • Candidates must provide and meet all technical requirements prior to the first day of training
    • Interruptions in an employees home internet connection (relating to their own equipment) totaling one hour or more per day and resulting in the inability to receive calls or complete work assignments will result in the following:
    • Conduct and communicate the results of internet speed tests to verify download and upload speeds

      Experience & Skills Required:

      • Extensive Knowledge of customer service requirements and full knowledge of the First Transit Call Center policies, procedures and trip booking processes within six months of the job
      • Intermediate to advance knowledge of Excel and Word.
      • Excellent attention to detail

        We offer competitive compensation and benefits including physical and mental health initiatives, medical/dental/vision, 401(k), and paid holiday/vacation.
        Diversity & Inclusion
        Because were stronger together, we aspire to have a culture where all people are First. Were committed to providing an inclusive and diverse working environment for everyone every day.
        Professional Advancement
        Start here. Go far. We believe in promoting from within, which means tremendous opportunities for you, thanks to our strong presence across North America. In addition, our 18-month Aspiring Manager Program prepares future leaders at First Transit.
        Extensive Training
        Build skills and knowledge in such areas as safety and security, injury prevention, technology and equipment, and job efficiency.
        Community Service & Impact
        Go where opportunity meets community. Our customers are at the heart of everything we do. As the face of First Transit and First Vehicle Services in your community, youll have a positive impact on others.
        We aspire to have a culture where all people are First. We strive to attract and retain a diverse workforce therefore all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status. First is also committed to providing a drug-free workplace. For candidates applying to positions in San Francisco or Los Angeles California, First will consider for employment qualified applicants with criminal histories consistent with the requirements of the San Francisco Fair Chance Ordinance or Los Angeles Fair Chance Ordinance. First is an equal opportunity employer and by doing so we will sustain and promote an inclusive culture that supports future growth for all.

Keywords: First Student, Inc. & First Transit, Chicago , Remote Quality Assurance Specialist - Military Veterans, Other , Glen Ellyn, Illinois

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