OCCC Quality Assurance Coordinator

OverviewAre you self-motivated? Do you enjoy solving problem solving? Can you work in a fast-paced environment? If you possess these qualities, you will fit right in line with our team!We are seeking a talented Quality Assurance Coordinator for our remote Orkin Customer Contact Center. Must have the ability to work a flexible schedule, including days, evenings, weekends, and/or holidays to ensure we have consistent support for our customers.You’ll join a team backed by more than 120 years of delivering top-notch service, and you’ll be a key player in maintaining our reputation as the best in pests. Want to Join the Best in Pest? Go Pro with Orkin. Apply from your phone in minutes! ðResponsibilitiesAt Orkin, our purpose is to help protect the world where we live, work and play. We have a FAST PACED, fully remote National Customer Contact Center with dedicated inbound sales, web sales, lost lead sales, customer service, and termite billing/claims teams. Our QA Coordinators provide advanced, diversified, and confidential administrative support requiring broad and comprehensive experience, skill and knowledge of the organization’s policies and procedures. Duties and tasks are varied and complex, and typically require originality and/or ingenuity. The Quality Assurance Coordinator will rely on experience and judgement and a wide degree of creativity and latitude is expected.You will…Pro-actively complete and distribute all assigned quality reports and communications with highest accuracy and timelinessMonitor and score all types of customer interactions per call center established guidelinesDaily review and evaluation of calls, cases, and system processes in accordance with OCCC standardsUtilize quality monitoring and data management processes to provide feedback and actionable data to Leadership team as neededParticipate in design of call monitoring formats, scorecards, and quality standardsSupport the development, implementation, maintenance, and ongoing improvement of the Workforce Optimization applicationsSupport Leadership in implementing OCCC software/product to determine quality assurance parametersCoordinate and facilitate call calibration sessions for Sales & Customer Service at Leadership's requestWork with leadership team to develop internal quality standards, metrics and reports that align with overall company objectives, business needs and customer satisfactionAnalyze quality assurance practices and procedures to make recommendations to improve efficiencyOther duties as assignedWe Offer…A Competitive Compensation package with upward earnings potentialComprehensive benefits package including medical, dental, vision & life Insurance401(k) plan with company match, employee stock purchase planPaid vacation, holidays, and sick timeEmployee discounts, tuition reimbursement, dependent scholarship awardsInclusive training programs as the industry leaderWhy Orkin?Founded in 1901, Orkin Pest Control is a global residential and business service providerConsecutive years of improved earnings with over 2 million customersOrkin is financially stable and growing as the largest subsidiary of Rollins, , (NYSE: ROL), headquartered in Atlanta, GAOrkin’s National Contact Center is a high energy, fun and collaborative work environment with strong managementAre you ready to be an Orkin Pro?QualificationsWhat’s requiredHigh School/GED required; Bachelor’s Degree preferred2 years of experience in a multi-channel call center environment as a QA Coordinator, Supervisor or WFM positionAbility to pass a background and drug screenWork from home requirementsAppropriate workspace in your home, private/semiprivate home-office space free of distractions and background noiseA workspace with adequate furnishings (e.g., a desk and chair) and lightingMinimum of 100 mbps download/50 mbps upload or higher, high speed internet connection with the ability to hard wire directly to a modemWhat you’ll needExcellent interpersonal and communication skillsBasic computer skills in various software and web-based applicationsProficient in Microsoft OfficeFamiliarity with Avaya, Verint or other Quality platformComfortable working in a high-volume roleDemonstrated ability to prioritize tasks and manage time efficientlyWe encourage applicants to complete our short Culture Index Survey so we can get to know your natural work style and preferencesOrkin is an Equal Opportunity/Protected Veterans/Individuals with Disabilities Employer