Camping World and Good Sam Camping World & Good Sam - ESP Quality Assurance Specialist in Englewood, Colorado
Camping World and Good Sam are the world's largest RV dealership and outdoor retailer. We provide a fantastic opportunity to hone your skills and become a true partner in helping us grow our company. The purpose of this position is to support the Extended Service Plan customer service center. The position is responsible for providing exceptional telephone service to our valued customers.
The Quality Assurance Specialist role is focused on completing the daily functions required to support the Quality Assurance function of the Contact Center by completing the list of job duties provided below or as assigned.
Essential Job Functions:
Participates in design of call/e-mail monitoring formats and quality standards.
Participates in pro-active analysis of memberships, products and/or patterns.
Uses quality monitoring data management system to compile and track performance at team and individual level.
Participates in customer and client listening programs to identify customer needs and expectations.
Provides actionable data to various internal support groups as needed.
Coordinates and facilitates call calibration sessions for call center staff on Supervisor request.
Provides feedback to call center team leaders, supervisors, managers and directors as needed.
Assists in preparation and analysis of internal and external quality reports for management staff review on a Monthly basis (Internal = Call Center Management; External = Good Sam Member Service Clients)
Implement Monthly: Agent/Supervisor/Enterprise Scorecard
Essential Job Skills:
Three years of call center customer care experience, preferably in a membership/client environment.
At least one year call monitoring experience.
Excellent oral, written and interpersonal communication skills.
Exceptional listening and analytical skills.
Intermediate level of knowledge/expertise of PC software (Word and Excel).
Strong knowledge of customer care processes and techniques, both inbound and outbound. Phone educate, soft skills, call protocol essential.
Demonstrated ability to work well in a team environment.
Dedication to providing exceptional customer service.
Product and system knowledge major plus!
We offer a benefit package including medical, dental, vision, PTO, 401k, plus more options to all of our full-time employees.
We promote a drug-free work environment. Competitive pay, based on experience.
We don't just accept diversity -- we support it, celebrate it and thrive on it for the benefit of our associates, our customers and our company. We are proud to be an equal opportunity workplace where we strive to think outside -- and not simply check -- the box.
Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled