Customer Quality Assurance Specialist

Customer Quality Assurance Specialist

Are you passionate about serving your community with quality and integrity? Help a local and beloved New Orleans brand, boasting 50 years of history, continue to help Louisiana residents protect and upgrade their biggest asset: their home. At Keefe's A/C, Heating, Electrical, Generator & Plumbing we are on the lookout for a sharp, experienced Quality Assurance Specialist to amp up what we do best; delight our neighbors with stellar service. If you want to be part of a local legacy and make a real difference for the homeowners of New Orleans Apply Now!

We take care of our team:

• Pay: $50,000 - $80,000
• Work life balance
• 100% Paid Medical Insurance for employees. (Nothing out of your check)
• Dental, Vision, Life Insurance, Short-term Disability, and more.
• 401K with a 4% match.

Key Responsibilities:

• Monitor and evaluate customer interactions across channels like calls, emails, and chats using established quality assurance metrics.
• Analyze data and customer feedback to identify improvement opportunities and pinpoint service gaps.
• Provide constructive feedback to the Call Center Manager and leadership teams to promote best practices and boost performance.
• Contribute to developing and implementing quality assurance processes, procedures, and training materials; collaborate with department leaders to create a 5-star experience for our customers.
• Ensure compliance with company policies, industry regulations, and legal requirements.
• Document findings, generate reports, and analyze data to drive continuous customer satisfaction.
• Collaborate with cross-functional teams, including training, product development, and customer support, to resolve quality issues and enhance overall service.

Qualifications:

• 2+ years of experience in a fast-paced quality assurance role, with demonstrated ability to use independent judgment for complex decisions on significant matters.
• Proven experience multitasking, managing priorities, and handling complex business matters between the company and customers.
• Strong analytical and problem-solving skills, with extraordinary attention to detail.
• Excellent communication, interpersonal, and organizational skills; customer-focused with a results-oriented mindset.
• Proficiency in computer skills and decision-making abilities.
• Ability to work independently with minimal supervision or as part of a team, coordinating scheduling and communication between departments and customers.
• In-depth knowledge of customer service principles and best practices.

Physical Requirements:

• Ability to lift, lower, push, and pull objects up to 25 lbs. unassisted.
• Ability to stand, walk, climb, and bend

You know who we are:

"For Fast Relief, Call Keefe!" Mr. Keefe started our company right here in New Orleans. You've seen our trucks and our ads. What you don't know is what it's like to be a part of a team like ours. What it feels like to have customers rave about you and demand that you're the only company that works in their home. How much you feel appreciated when you don't cut corners. We invest in ongoing training and education for our team. People come to us looking for a job; they stay because they found a career with a team that values them.

If you are interested in learning more, APPLY NOW!

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