Newegg Inc.

Agent, Quality Control Monitoring

US-CA-Whittier
1 month ago
ID
2017-4045
Category
Customer Service/Support

Purpose Of The Job

To monitor Customer Service Representatives’ conversations for quality assurance.

Responsibilities/Duties

  • Utilize in-dept. customer service knowledge and established guidelines to monitor call handling of Customer Service Representatives.  
  • Act as resource within Customer Service to provide technical expertise, mentor others and provide training.
  • Analyze functional area and/or team performance and recommend appropriate action plans for continual service delivery improvements. 
  • Assist with the development and implementation of Quality programs to insure uninterrupted site operation. 
  • Other duties as assigned.

Minimum Requirements & Special Attributes

  • Bachelor of Science degree or 4 years of experience. 
  • 2+ years of customer service experience.
  • Strong planning, organizing and project management skills.
  • Strong written and oral communication skills.
  • Ability to be flexible and prioritize activities.
  • Ability to manage multiple tasks in a fast paced environment.
  • Must be self-directed and effective working independently, yet equally comfortable contributing in a team environment.
  • Must have strong computer skills, including MS Word and Outlook

Essential Mental and Physical Functions

Decisions may affect a work unit or area within a department. May contribute to business and operational decisions that affect the department. This position performs a variety of routine duties within established policies and procedures or by referral to supervisor's guidelines.

Disclaimer: This job description is intended to provide general information about the position. It is not an employment contract. As with all positions, the responsibilities and duties of this position may change. The company, in its discretion, may alter this job description at any time
with or without notice.


Sitting required 90% of the time. Walking and standing required 50% of the time respectively. No heavy lifting required

Equipment Used

Standard office and computer equipment including MSOffice software.

Work Environment

Cubicle office environment.

Supervisory Responsibilities

None.

Language Skills

Must be able to speak, read, write and comprehend English.

Travel Requirements

Travel is not required

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