Conduent Associate III, Quality Assurance in Ocoee, Florida

Associate III, Quality Assurance

Description

Conduent is the world’s largest provider of diversified business process services with leading capabilities in transaction processing, automation, analytics and constituent experience. We work with both government and commercial customers in assisting them to deliver quality services to the people they serve.

We manage interactions with patients and the insured for a significant portion of the U.S. healthcare industry. We are the customer interface for large segments of the technology industry and the operational and processing partner of choice for public transportation systems around the world.

Whether it is digital payments, claims processing, benefit administration, automated tolling, customer care or distributed learning – Conduent manages and modernizes these interactions to create value for both our clients and their constituents. Learn more at Conduent.com.

If you meet the requirements of this position and want to work for a world-class company with a great marketplace reputation, apply today.

POSITION DESCRIPTION: QA Senior Associate

Candidate will be responsible for assessing the quality and performance of call center representatives for ABC / RBC purposes. This position will monitor and evaluate inbound contacts to assess CSR demeanor, accuracy of information provided, adherence to customer service requirements, and conformity to company policies and procedures.

Duties and Responsibilities

  • Assess employee performance via recorded call, monitored calls, e-mails or other documented forms of customer contact for ABC / RBC purposes

  • Measure process performance (gaps) identified in contacts

  • Work with management on employee coaching, training and development to enhance or correct the behaviors that lead to excellent customer service.

  • Assist with development of the call center training, QA process, and process improvement

  • Input and distribute grades to appropriate department for review

  • Interact with Work Leaders, Supervisors, and Managers

  • All other duties as assigned

Preferred Experience and Qualification Requirements:

  • Experience in a Quality Assurance environment in a call center or electronic toll collection industry

  • Bi-lingual (English/Spanish)

  • Stable work record and job history

Required Qualifications:

  • High School diploma or equivalent

  • Minimum of two (2) years of customer service experience

  • Excellent customer service skills

  • Excellent written and verbal communication skills

  • Good problem solving & decision making skills

  • Ability to handle multiple tasks at a time

  • Demonstrated proficiency in Microsoft Excel, Word, and Outlook.

  • Candidates must be service oriented, self-confident, and dependable

  • Work with a high sense of urgency in a deadline driven environment

  • Effective and efficient working in a team environment

  • Excellent personal time management history

Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation, physical or mental disability, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law. People with disabilities who need a reasonable accommodation to apply or compete for employment with Conduent Business Services or one of its subsidiaries may request such accommodation(s) by sending an e-mail to accommodations@Conduent.com . Be sure to include your name, the job you are interested in, and the accommodation you are seeking.

Job Quality Assurance

Primary Location United States-Florida-Ocoee

Organization Transportation

Unposting Date Ongoing

Req ID: 18018180