Job Description
Job Summary
Supervises employees engaged in evaluating the quality of service of inbound and/or outbound calls. Analyze and identify trends within the call center and propose solutions for customer behaviors.
Primary Responsibilities
Designs the call monitoring formats and suitable quality standards
Build quality assurance strategy that aligns with business operations goals. Monitors and measures the quality of inbound and/or outbound service calls
Prepares and presents audit reports and trend data for management to identify the issues and performance
Assists with feedback and training of individuals who have contact with customers
Manages a team of QA Analysts
Partner with other business units in identifying customer trends
Job Specifications
Excellent oral, written, and interpersonal communication skills
Strong training acumen
Ability to analyze and decipher recommend changes to increase productivity
Ability to build complex speech analytics queries utilizing CallMiner
Education and Experience
3-5 years customer service and sales quality assurance experience
3-5 years experience utilizing speech analytics software
Bachelors or Associates degree preferred
Working Conditions/Physical Demands
Performs sedentary work in an office environment with limited lifting (less than 10 pounds) or walking required. Close visual acuity required to perform work at computer terminal. No exposure to adverse environmental conditions. Requires repetitive typing motion, talking, hearing, grasping and feeling.
Disclaimer
The above information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
If you are a current Extra Space employee, please apply through the "Find Internal Career Openings" in Workday.Extra Space Storage is the second largest operator of self-storage facilities in the U.S. Since we were founded in 1977, weve taken the storage industry by storm. In 2015 alone we added 1.6 Billion dollars in new acquisitions to our already large property portfolio.
The cornerstone of Extra Space Storage is successful partnerships with our stakeholders, partners, investors and customers. Our goals are driven by an impassioned, dedicated workforce that thrives in the innovation driven corporate environment. We are the best, at getting better!
Our Team Makes Us EXTRAordinary
Knowledge is power and experience is valuable. This is why we strive to attract the best candidates for every position at Extra Space Storage. Every position is valuable to our success from our executive management team, corporate employees, on-site managers and call center team.
Offering a Career Path Paved with Innovation and Satisfaction
Attracting the best candidates in any field requires a commitment to job satisfaction. At Extra Space Storage, job satisfaction is high, this is why we have one of the best retention rates in the business. We know that our success depends on our team loving their jobs!
An Extra Space employee is number one valued and knows they are invaluable to the team, customer and company. Second they are passionate enjoying a challenging and rewarding career path armed with the tools they need to succeed. Add a fun work culture and spectacular offices makes Extra Space a pretty amazing place to work.