Call Center Quality Assurance Lead - Onsite

Become the newest member of our exciting team at Storage Rentals of America (SROA) as we redefine self-storage!

The Call Center Quality Assurance Specialist is responsible for monitoring and documenting call center employee-customer interactions to improve customer service and suggest improvements to training and onboarding program.

 

Duties and Responsibilities                                                                                                   

• Score each agent against set criteria of quality and policy adherence expectations.
• Assist agents to improve their performance by obtaining detailed feedback with specific instructions and constant support.
• Record production data in appropriate database for customer Analyze data and prepare weekly and/or monthly summary reports, including but not limited to trend analysis.
• Participate in calibration sessions to evaluate if calls are being evaluated appropriately and coach team when necessary.
• Ensure the quality performance metrics and monitor counts are met by tracking results and managing processes and Call Center team.
• Review opportunities to improve customer service and implement changes to training and onboarding programs.
• Promote and manage the development of standardized documentation per corporate policies and procedures.
• Work with other departments to effectively ensure that requested policy, process and changes are evaluated, approved, and documented appropriately.
• Analyze progress of programs, communicate concerns, and provide solutions with the Department Head.
• Work effectively in team environments, communicating and participating in a constructive manner.
• Act as an escalation point for internal and external customer issues by reviewing critical calls and facilitate corrections.
• Responsible for taking customer calls when required.
• Take on other tasks or projects as assigned.

 

 Minimum Qualifications (Knowledge, Skills, and Abilities)                                             

• High School Diploma
• Exceptional verbal and written communication.
• Strong problem-solving and coaching skills.
• Minimum of 2 years of experience with Quality Assurance within a progressive Call Center.
• Proficiency with technology, including All Microsoft programs.
• Polite, professional phone voice.
• Must be proactive, anticipating and planning to meet objectives by finding ways to identify potential obstacles and improve processes and
• Comply with the confidentiality of customer and company data.

 

SROA Offers: 

• Competitive pay with bonus potential
• UKG Wallet – on-demand pay option
• 100% paid medical coverage options for employee-only
• Dental and vision plans for optimal care
• Eight (8) paid holidays
• Generous Paid Time Off (PTO), increasing with years of service
• Paid Maternity and Parental Leave for growing families
• 401(k) with substantial employer match and 100% immediate vesting
• Flexible Spending Accounts (FSA), Health Savings Accounts (HSA), and Dependent Care Flexible Spending Accounts (DCFSA) for tax-advantaged savings
• GAP Insurance for added financial protection
• Employer-paid Life Insurance and Short-Term Disability coverage
• Long-Term Disability (LTD) coverage for added peace of mind
• Pet insurance – because your pets are family too
• Storage Discounts to help you declutter and organize
• Access to Voluntary Benefits for personalized coverage
• Learning and development opportunities to maximize your potential and excel in your career
• A great culture that values collaboration, innovation, and inclusivity

 

SROA is an Equal Opportunity employer and uses the federal government E-Verify system to verify employment eligibility.