Quality Assurance Specialist, GeC Customer Care – ...

Quality Assurance Specialist, GeC Customer Care – Bilingual

  • Location FORT WORTH, TX
  • Department Customer Service & Call Center
  • Team Customer Service and Call Center
  • Employment Type -
  • Position -
  • Requisition 827260BR

What you'll do

Develops and monitors training plans for Contact Center associates by identifying skill and training gaps; contributing to solution recommendations; structuring training programs based on development needs; writing and updating training documentation and other associate performance records; and monitoring the effectiveness of training and mentoring programs.
Supports consistent customer service delivery across multiple business groups by performing quality audits; delivering feedback to agents and Assistant Managers on success areas and improvement opportunities; assessing individual agent customer service levels; analyzing key quality drivers (for example, contact resolution and retention, contact routing); recommending changes to improve quality control processes and customer satisfaction; reporting feedback to Contact Center management; and identifying and resolving training gaps.
Ensures consistent Contact Center training initiatives across business groups by participating in multi-site quality control sessions; and visiting multiple sites to attend training sessions and modify training delivery with other Facilitator/Quality Analysts.
Facilitates Contact Center training programs by delivering training sessions on departmental applications (for example, Excel, Outlook), systems (for example, Call Management System (CMS), RTA (Real Time Adherence), Hyperion, CCPulse, Aspect, ESP), operating procedures, processes, practices, and policies; and utilizing a wide range of instructional methods (for example, classroom, video, multi-media).
Provides mentoring to new Contact Center associates by conveying the critical role that an agent plays in representing Walmart and in affecting customer retention; conducting new associate orientation; and encouraging and supporting trainees as they work towards achieving training objectives.
Provides and supports the implementation of business solutions by building relationships and partnerships with key stakeholders; identifying business needs; determining and carrying out necessary processes and practices; monitoring progress and results; recognizing and capitalizing on improvement opportunities; and adapting to competing demands, organizational changes, and new responsibilities.
Models compliance with company policies and procedures and supports company standards of ethics and integrity by incorporating these into the development and implementation of business plans; using the Open Door Policy; and demonstrating and assisting others with how to apply these in executing business processes and practices.
Demonstrates up-to-date expertise and applies this to the development, execution, and improvement of action plans by providing expert advice and guidance to others in the application of information and best practices; supporting and aligning efforts to meet customer and business needs; and building commitment for perspectives and rationales.

Minimum Qualifications

Associate's Degree in Retail Management, Business, Education, Counseling, Business Administration, or related field OR 2 years experience in retail management, business, education, counseling, business administration, or related field. Fluent in both Spanish and English

Preferred Qualifications

• 1 year experience providing performance feedback or on-the-job training. • 1 year experience developing or delivering adult education in a classroom setting. • 1 year experience assessing training programs and customer service levels in a production, sales, or customer service environment. • 1 year experience developing curriculum for process improvements.

All the benefits you need for you and your family

  • Multiple health plan options
  • Vision & dental plans for you & dependents
  • Associate discounts in-store and online
  • Financial benefits including 401(k), stock purchase plans and more
  • Education assistance for Associate and dependents

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