Quality Specialist II, Customer Care
ACT, Inc

Job Info

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Overview

We are seeking a Quality Specialist II on our Customer Support team with at least 3 years of experience to help us fulfill our mission of helping people achieve education and workplace success. Preference is to have this position located onsite at the ACT Headquarters in Iowa City, Iowa. However, we will consider candidates who will work remotely in the US as well. This is a remote position.

The primary responsibility of this position is to actively monitor and improve the quality of the service ACT provides its customers. The Quality Specialist will ensure that best practices and established procedures are followed for all customer interactions by monitoring and scoring phone calls, live chats, emails and processes in order to provide consistent feedback for individual agents, as well as for the Customer Support team as a whole. In coordination with ACT Leaders, you will be expected to help coach and provide feedback that will drives the importance of our customer support Ethos with our agents and advocates.

Starting Pay is $18/hour with competitive benefits and generous paid time off.

Standard work hours are 8:00 AM to 4:30 PM or 8:30 am to 5 pm, Monday through Friday, based on the time zone in which you are working. Additional hours may be offered or required during the year based on call volumes and other business needs. Training hours during the first three weeks of work are 8:30 am to 5:00 pm, Central Time Zone, Monday through Friday. Ability to attend training for the entire three weeks is required.

What you will be working on:

• Analyze and use data to identify the continuous learning needs of team members and conduct individual coaching sessions to ensure team members develop the skills and knowledge required to promote team, individual, and customer success through collaboration
• Collaborate with leaders and team members to maintain smooth processing procedures, coordination of effort, resolution of problems, and a uniform application of policy
• Support the quality monitoring process - from data collection and analysis to the delivery of actionable insights, as well as leading quality assurance meetings and calibration sessions to ensure consistent and accurate scoring across all teams
• Coordinate continuous improvement activities across the customer support team by identifying customer pain points and driving projects to improve the customer experience through system, process, and procedural enhancements that leverage customer feedback, contact logs, and application data, and quality monitoring data
• Use quality monitoring data to track and report performance at the department, team and individual levels
• Create and share standard quality reports to ACT leaders and trainers to help improve training techniques, curriculum, and schedules
• Support Tier 2 customer contacts as needed during peak volume times

This could be the job for you if you have (minimum requirements):

• 3 years customer service or related experience
• High school diploma or an equivalent combination of education and experience from which comparable knowledge and abilities can be acquired
• Ability to uphold ACT's values, respect every customer, and exude patience in challenging situations
• Ability to uphold ACT's Customer Support Ethos
• Ability to analyze, triage and remediate internal and external customer feedback
• Ability to work both independently and as part of a team
• Ability to be consistent, reliable and predictable in managing work responsibilities and obligations, follows through on commitments and consistently meets deadlines
• Inclusion - actively seeks and engages with diverse perspectives and invites a sense of belonging
• Communication - ability to communicate effectively across all levels in the organization
• Information literacy - uses subject matter knowledge and skills to effectively acquire and apply information
• Optimization - ability to apply continuous improvement to existing processes and programs
• Innovation - develops ideas that are new, better, or unique; embraces and promotes diverse perspectives
• Change management - ability to manage change and navigate positively in an environment experiencing change at a fast pace
• Initiative - uses self-starter approach, ability to prioritize and multi-task, proactively anticipates and acts on information and details needed, completes tasks with little to no direction, good attention to detail
• Accountability - takes responsibility and follows through on commitments; acknowledges and learns from mistakes without blaming others; recognizes the impact of one's behavior

It's a plus if you have:

• Quality assurance background/experience
• Previous experience and demonstrated success leading, managing, and building teams

Your Work Makes a Difference

ACT team members are part of an organization dedicated to an important mission: Helping people achieve education and workplace success.

Everything we do contributes to this mission, including team member events, professional development resources, community outreach opportunities and solid benefit offerings. Helping team members achieve education and workplace success of their own advances the ACT mission on a daily basis.

You will be joining a small but effective quality team that is hard working and focused on enhancing the customer experience and ultimately supporting team member growth through coaching and feedback.

About ACT

When ACT was founded in 1959, it disrupted the assessment industry with a new approach to helping students better understand their readiness so they could take steps to improve it. By leveraging our expertise and authority in assessment and research, we will again disrupt the industry-helping more people learn, better measure their progress, and improve their navigation through life's transitions.

More than ever before, ACT is fulfilling its mission of helping people achieve education and workplace success. We're doing it by pushing the boundaries of learning innovation through the work of our people, who we call team members because we're all in this together.

We know transformation does not come without challenge. That's why ACT invests in a variety of experiences for team members to strengthen their connections, explore ideas, learn from customers, and celebrate success.

Learn more about working at ACT at act.org!

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