Concentra Solutions, Inc of Americus, GA is looking to hire a full-time Remote Customer Experience Specialist / Quality Assurance to ensure quality for both internal and outsourced contact centers. This work-from-home position enjoys DailyPay, flexible schedules, and a work-from-home environment. Full-time employees also have access to group benefits, including medical, dental, vision, short-term disability, long-term disability, and life insurance. Other benefits include Paid Holidays and Paid Time Off. If this sounds like the right opportunity for you, please read on!

ABOUT CONCENTRA SOLUTIONS, INC

Founded in 1991, we are a premier provider of third-party quality assurance and sales verification services for contact centers. We maximize their performance by driving revenue and mitigating risks through quality assurance with a specialized focus on compliance and customer experience. With offices in both the United States and Canada, we partner with internal and outsourced contact centers to provide insights and recommendations to drive performance and operational improvements. By applying our critical thinking skills, we give our clients exceptional results.

Our people are our most valuable asset. That's why we make every effort to offer the competitive wages needed to hire and retain people who have the skillset and talent required for each job. We focus on developing our employees and creating opportunities for them to grow into new roles.

A DAY IN THE LIFE OF A FULL-TIME REMOTE CUSTOMER EXPERIENCE SPECIALIST / QUALITY ASSURANCE

As a Remote Customer Experience Specialist / Quality Assurance, you use your trained ear to delve into interactions between customer service reps and clients in order to ensure courtesy, positivity, and professionalism are inherent in all conversations. As you listen to recorded calls, you evaluate their quality and the customer service experience based on the predetermined criteria set up for each individual client program.

You are trained on multiple client programs and transition between various ones throughout your day. As needed, you escalate program errors and exceptions to upper management in a timely manner and conduct feedback sessions. You get great satisfaction out of supporting the continuous improvement and quality management for contact centers in areas impacting legal compliance, customer service, and contact interaction!

QUALIFICATIONS FOR A FULL-TIME REMOTE CUSTOMER EXPERIENCE SPECIALIST / QUALITY ASSURANCE

High school diploma or equivalent
Excellent writing skills, including spelling, grammar, and punctuation
Ability to maintain a knowledge of all client products, scoring criteria, updates, and general security requirements
Ability to work in a quiet and private work-from-home environment where high-speed internet is maintained
Computer skills with a working knowledge of Microsoft Windows, Word, and Excel
Ability to pass a background check
Excellent customer service skills

Customer service experience is preferred. Could you listen to the same scripts repeatedly as if it were the first time? Are you an active listener? Do you have exceptional attention to detail? Are you a quick and motivated learner with technical capacity? Do you have good problem-solving and analytical skills? Are you reliable and dependable? Are your standards for quality high? If so, you might just be perfect for this Remote Customer Experience Specialist / Quality Assurance position!

FULL-TIME WORK SCHEDULE

We offer flexible work schedules for full-time positions. Full-time employees can expect to work 38-40 hours per week between the hours of 8am and 6pm, Monday - Friday. This is a work-from-home position.

READY TO JOIN OUR TEAM?

We understand your time is valuable and that is why we have a very quick and easy application process. If you feel that you would be right for this work-from-home job ensuring quality for our internal and outsourced contact centers, please fill out our initial 3-minute, mobile-friendly application. We look forward to meeting you!

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