Contact Center Quality Associate

Company Overview

HD Supply (www.hdsupply.com) is one of the largest industrial distributors in North America. The company provides a broad range of products and value-add services to approximately 300,000 customers with leadership positions in maintenance, repair and operations. Through 44 distribution centers, in the U.S. and Canada, the company's approximately 5,500 associates provide localized, customer-driven services including will call, direct-ship options, diversified logistics and innovative solutions that contribute to its customers' success. With an active commitment to the communities in which we operate, HD Supply associates are part of a thriving organization that supports the virtues of wellness, diversity and inclusion – all of which are top priorities for the company. Equally as important is empowering our associates to grow professionally while providing competitive benefits and compensation. If you’re ready to find a rewarding career and achieve your full potential with a growing industry leader, HD Supply is ready for you!

Job Description & Qualifications

Job Summary

Responsible for reviewing and auditing telephone interactions between contact center representatives and customers in a variety of center departments (credit, account services, sales, sales support, and Peachtree) to ensure the highest level of customer service is being provided.

Major Tasks, Responsibilities, and Key Accountabilities

Monitors and evaluates inbound and outbound calls in accordance with business policy regarding call quality standards

Provides feedback to agents on call performance. Provides advice and guidance based on audit findings, and delivers performance feedback to associates.

Provides feedback and evaluation to department management, as well as the Training & Development team regarding trends and variances of established quality guidelines, policies, and procedures.

Supports additional projects, reporting, and initiatives within Quality Assurance; provides additional contact center operations support; and collaborates with Training & Development team as necessary to achieve organizational objectives.

Prepares and analyzes internal and external quality reports for management review.

Conducts special projects or tasks as assigned

Nature and Scope

Refers complex, unusual problems to supervisor.

Under general supervision, exercises some judgment in accordance with well-defined policies, procedures, and techniques. Work typically involves regular review of output by a senior coworker or supervisor.

None.

Work Environment

Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.

Most of the time is spent sitting in the same position or standing/walking and/or there is some requirement to lift or handle material or equipment of moderate weight (8-20 pounds).

Typically requires overnight travel less than 10% of the time.

Education and Experience

HS Diploma or GED strongly preferred. Specialized skills training/certification may be required. Generally 2-5 years of experience in area of responsibility.

Preferred Qualifications & Job Specific Details

Preferred Qualifications

• Contact center and customer service experience.
• 1+ years' experience in Quality Assurance within a contact center environment preferred.

Job Locations US-TX-New Braunfels

Posted Date 3 days ago (11/17/2021 1:07 PM)

Job ID 2021-47863

Business Unit Facilities Maintenance

Functional Area Customer Service

Remote Position? No

Position Type Full-Time

Posting Location : Postal Code 78130

HD Supply is an Equal Opportunity Minority/Female/Individuals with Disabilities/Protected Veteran and Affirmative Action Employer. HD Supply considers for employment and hires qualified candidates without regard to age, race, religion, color, sex, sexual orientation, gender, gender identity, national origin, ancestry, citizenship, protected veteran or disability status or any factor prohibited by law.