Call Center Customer Service Professional - IV

Call Center Customer Service Professional - IV America Networks is a leading sensor and networking solutions partner for companies in any Industrial, Manufacturing, and Waste management space. We design and manufacture sensors for storage tanks, water metering, energy metering, gas monitoring, and asset management. Our founders are hardcore telecommunications engineers with combined 200 + years of experience in designing, optimizing and performance engineering; for several mid large wireless carriers internationally - that saw a need to provide low power, cost efficient sensors to collect data, create alerts, and predict needed actions. We have combined these sensors with low power, wide area (LPWA) networking technologies to provide clients various options to decrease re-occurring costs associated with operating an IoT network of sensors and connected devices. We specialize in design, deployment, optimization, and support of these Networks. Whether an off-the-shelf or custom solution is needed, we'll create a solution and push the data on the best cloud platform to fit your needs, including your own. Job Description Client's National Quality Assurance provides stakeholders strategic insight into Consumer and Mass Business broadband, video and voice services. This team is focused on delivering insight into call drivers and volume reduction opportunities, process and training effectiveness, agent execution, customer reactions to initiatives, and pain points that can be focused on to improve the customer experience. Responsibilities Conduct call observations using an online observation system, Qfiniti (call recording system) and Nexidia (data mining system) to deliver core customer experience data, analysis and recommendations to the observation team to be communicated outward Complete 100% of assigned observations Success is measured on productivity (completing monitors) and accuracy (were the questions answered correctly) Ability to articulate overall findings and recommendations both verbally and in writing is also an important skill Act as an advocate to identify and improve customer satisfaction Required Skills & Experience Experience working in VZ call center, call center support, PM or quality related work Product, CoFEE and Qfiniti knowledge desired CSSC/BSC experience is a plus Strong understanding of call center processes Strong listening and written/oral communication skills Attention to detail Strong attendance is key to success and necessary to meet objectives Must have ability to work independently and in team environment Accuracy in monitoring is critical to this position Maintains a desire to improve overall customer experience Bilingual is a plus