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Quality Assurance Coordinator

Richardson, TX, USARichardsonTXUSA
Full-time

Responsible for reviewing and evaluating a variety of communication streams for customer service in order to improve and document process changes, communication techniques, or responses to and resolution of issues. Responsible for providing second level customer support for escalation of product or program issues. Also responsible for assisting with customer support team operations in areas such as training/coaching, accounts receivable, refund processing, order processing, or documentation of standard operating procedures.

Areas of Responsibility: 
  • Serve as subject matter expert to evaluate customer service communications and questions. Provide second level support for escalated issues as required. Evaluate responses for accuracy of information and adherence to work standards and practices. Document and update procedures based on recommended improvements.
  • Assist with training and on-boarding for new staff. Verify that accurate solutions are provided to customers and enthusiastically deliver constructive feedback. This may include mentoring of new staff and delivering progress updates to supervisor.
  • May design or edit quality evaluation forms, standards, processes or other resources to achieve continual improvement and document progress. May assist with other customer support operations as requested such as processing contract renewals, product orders, accounts receivable, or customer refunds.
  • Inspire, guide and energize others to focus on and improve the customer experience. Identify and make recommendations for improving processes or create new processes to achieve that end.
  • Provide regular quality performance feedback on support staff including periodic (monthly, yearly) summary, data analysis, and trend reports.
  • Maintain up to date documentation of process for customer support teams. Utilize SharePoint to organize documents for ease of use within the department. Work with managers and trainers to create and document procedures for support teams when new projects are introduced.
Educational Background: 
High School Diploma or equivalent and some college coursework or equivalent work experience
Skills/Experience: 
  • Three (3) years of experience in a customer service or call center environment
  • Two (2) years of experience with quality assurance or quality improvement programs
  • Proficient in automated call center systems including data analysis, account management, or related reporting
  • Demonstrated excellence in written and oral communications
  • Ability to rapidly gain and maintain knowledge of AHA products, services, and programs
  • Ability to provide performance feedback effectively and professionally

Organization Info

American Heart Association | American Stroke Association

Overview
Headquarters: 
Dallas, TX, United States
Annual Budget : 
More than $500M
Founded: 
1949
About Us
Mission: 

The American Heart Association's mission is to build healthier lives free of cardiovascular diseases and stroke, America's No. 1 and No. 5 killers.

Founded in 1924, our organization now includes more than 30 million volunteers and supporters. We fund innovative research, fight for stronger public health policies, and provide critical tools and information to save and improve lives.

Listing Stats

Post Date: 
Dec 5 2018
Active Until: 
Jan 5 2019
Hiring Organization: 
American Heart Association | American Stroke Association
industry: 
Nonprofit