Quality Assurance Representative
Atlanta, GA Atlanta, GA Full-time Full-time Estimated:
$53.
3K - $67.
5K a year Estimated:
$53.
3K - $67.
5K a year 5 days ago 5 days ago 5 days ago Company Overview:
Humanscale is the premier designer and manufacturer of ergonomic products that improve health and comfort at work.
We have a focus on sustainability with 26 Humanscale products certified as having a Net Positive impact on the environment.
Our award-winning office products - seating, sit/stand desks, technology support and lighting - have led the industry in performance and simplicity for 40 years.
Overview:
The Quality Assurance Representative, will be responsible for monitoring and ensuring the accuracy of new orders & returns.
The role involves auditing the Customer Care Representatives teams identifying, recommending and implementing process and training improvements, support in system improvements and report on the emerging trends of the process performance.
He/she will be a point of contact for process related queries for team members within Customer Care.
He/she will be responsible for auditing, tracking and maintaining quality metrics while reporting to business leaders with analytics and recommendations.
The individual will interact with the automation & technology teams to achieve the operational and business goals assigned.
The successful candidate should have the ability to work at all levels of detail to accomplish team/organization goals.
He or she will identify individual strengths as well as opportunities of team members and contribute to talent advancement by working with Supervisors to mentor them on specific small scale projects.
The ideal candidate actively seeks to understand Humanscale's core business values and initiatives, and translates those into everyday practices.
Responsibilities:
Execute order entry, return, customer interaction, internal ticketing and all other transactional auditing requirements, track errors including proper system reason code usage and deliver findings to Customer Care Leadership and Training teams.
Calibrate auditing processes between internal teams.
Verify, document, and communicate audit results, develop audit reports, and evaluate the effectiveness of corrective actions and follow-up.
Audit in a professional, ethical, and objective manner using and interpreting applicable standards or requirements, with an awareness of potential legal and financial ramifications.
Routinely coach Customer Care Representatives & Supervisors as well as all level of Leadership as needed.
Develop creative methods and process for improving core metrics based on audit findings.
Address special projects as necessary and adapt to the changing requirements of the business.
Qualifications:
College degree, preferably Bachelors Technical (Computers & Internet) savvy is required.
Desired skill-sets include MS Office Application with moderate to advanced level Microsoft Excel skills.
1-2
years of auditing/quality monitoring experience related to Operations environments in contact center settings, preferably in a quality process/documentation role.
Strong analytical skills that can be used to identify patterns, outliers and opportunities.
Strong verbal and communication skills.
Ability to identify and articulate issues, translate them into business requirements and escalate issues appropriately.
Proven analytical and problem solving skills with attention to details; process improvement skills.
Excellent time-management skills and organizational agility, including the ability to effectively balance multiple ongoing projects, tasks and priorities.
Ability to manage the stress of the position (for example, deadline pressures and ambiguity).
Sound judgment and decision making skills.
Demonstrated ability to lead and influence work of others.
COMPUTER SKILLS:
Microsoft Office, including Excel/Word/Outlook/Visio (intermediate or advanced skills only); PowerPoint (Basic skills), Oracle and Infor knowledge.
What We Offer:
Competitive base plus commission Medical Benefits (Medical, Dental, Vision) HSA, FSA, Commuter Benefits Medical Discounts Ancillary Benefits Accident, Critical Illness, Hospital Insurance Voluntary, Spouse, and Child Life Insurance Pet Insurance Employee Discount Programs 401k matching Paid time off (including 15 PTO days and 10 holidays) Humanscale is an Equal Opportunity Employer.
Estimated Salary: $20 to $28 per hour based on qualifications.
$53.
3K - $67.
5K a year Estimated:
$53.
3K - $67.
5K a year 5 days ago 5 days ago 5 days ago Company Overview:
Humanscale is the premier designer and manufacturer of ergonomic products that improve health and comfort at work.
We have a focus on sustainability with 26 Humanscale products certified as having a Net Positive impact on the environment.
Our award-winning office products - seating, sit/stand desks, technology support and lighting - have led the industry in performance and simplicity for 40 years.
Overview:
The Quality Assurance Representative, will be responsible for monitoring and ensuring the accuracy of new orders & returns.
The role involves auditing the Customer Care Representatives teams identifying, recommending and implementing process and training improvements, support in system improvements and report on the emerging trends of the process performance.
He/she will be a point of contact for process related queries for team members within Customer Care.
He/she will be responsible for auditing, tracking and maintaining quality metrics while reporting to business leaders with analytics and recommendations.
The individual will interact with the automation & technology teams to achieve the operational and business goals assigned.
The successful candidate should have the ability to work at all levels of detail to accomplish team/organization goals.
He or she will identify individual strengths as well as opportunities of team members and contribute to talent advancement by working with Supervisors to mentor them on specific small scale projects.
The ideal candidate actively seeks to understand Humanscale's core business values and initiatives, and translates those into everyday practices.
Responsibilities:
Execute order entry, return, customer interaction, internal ticketing and all other transactional auditing requirements, track errors including proper system reason code usage and deliver findings to Customer Care Leadership and Training teams.
Calibrate auditing processes between internal teams.
Verify, document, and communicate audit results, develop audit reports, and evaluate the effectiveness of corrective actions and follow-up.
Audit in a professional, ethical, and objective manner using and interpreting applicable standards or requirements, with an awareness of potential legal and financial ramifications.
Routinely coach Customer Care Representatives & Supervisors as well as all level of Leadership as needed.
Develop creative methods and process for improving core metrics based on audit findings.
Address special projects as necessary and adapt to the changing requirements of the business.
Qualifications:
College degree, preferably Bachelors Technical (Computers & Internet) savvy is required.
Desired skill-sets include MS Office Application with moderate to advanced level Microsoft Excel skills.
1-2
years of auditing/quality monitoring experience related to Operations environments in contact center settings, preferably in a quality process/documentation role.
Strong analytical skills that can be used to identify patterns, outliers and opportunities.
Strong verbal and communication skills.
Ability to identify and articulate issues, translate them into business requirements and escalate issues appropriately.
Proven analytical and problem solving skills with attention to details; process improvement skills.
Excellent time-management skills and organizational agility, including the ability to effectively balance multiple ongoing projects, tasks and priorities.
Ability to manage the stress of the position (for example, deadline pressures and ambiguity).
Sound judgment and decision making skills.
Demonstrated ability to lead and influence work of others.
COMPUTER SKILLS:
Microsoft Office, including Excel/Word/Outlook/Visio (intermediate or advanced skills only); PowerPoint (Basic skills), Oracle and Infor knowledge.
What We Offer:
Competitive base plus commission Medical Benefits (Medical, Dental, Vision) HSA, FSA, Commuter Benefits Medical Discounts Ancillary Benefits Accident, Critical Illness, Hospital Insurance Voluntary, Spouse, and Child Life Insurance Pet Insurance Employee Discount Programs 401k matching Paid time off (including 15 PTO days and 10 holidays) Humanscale is an Equal Opportunity Employer.
Estimated Salary: $20 to $28 per hour based on qualifications.
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