Summary
The Data Auditor position provides professional, quality, and "best in class" service (and sales support) for existing or prospective customers by using a consultative approach that reflects the culture and philosophies of Alta and our clients. This position will support a customer Care Representative team as well as work with an Alta’s client in many facets. This position will monitor calls and provide call coaching, conduct interactions with the client and will be utilized in the launch and training of new hires and/or product/services. This position will assist with daily, weekly and monthly reports, analysis of data that is collected, and suggesting improvement opportunities. Close communication with the Alta’s leadership and client will be necessary to ensure the program’s success.
Essential Duties & Responsibility
• Review and correct accuracy of subject code and product code in accordance to the client’s service standard and requirement.
• Serves as a company ambassador by delivering a high level of professionalism and quality through the delivery of exceptional customer service and support by utilizing strong verbal and written communication skills and effective telephone techniques.
• Handles escalated (sensitive, urgent and particularly unusual) consumer contacts by following established guidelines and procedures or exception to these under direction of Alta's guidelines and client procedures.
• Assists with quality control and data accuracy of staff’s customer interactions, complete and audit reports, monitor call flow and queue activity.
• Completes, maintains, and processes pertinent paperwork and records with a high attention to detail to ensure accurate entry of data in CRM, client systems, and other technology as needed. Additional duties may include balancing of orders, updating reports, assist in the final testing of new surveys, and some data analysis.
• Consistently meet performance expectations. Assists Team Lead in motivating and encouraging team members to achieve goals. Completes daily tasks within pre established timelines by appropriately prioritizing multiple tasks within or across projects or cross functional teams with minimal direction from management.
• Meets all identified team and client performance metrics, goals and deadlines in a fast paced, ever changing, high performing team based environment. Provides back up support to other teams as needed.
• Takes the initiative to obtain and consistently upgrade product knowledge.
• Builds relationships and works closely with client, Alta co-workers, and all levels of the organization in a positive manner to supply necessary updates and reporting as needed.
• Communicate professionally across all sites and levels of the organization. Remains visible and approachable to all employees on the team.
• Recommends improvements to management in service, product, procedures, and/or packaging to support operational excellence or to prevent future issues of a similar nature.
• Report any training needs or system error/discrepancies to the supervisor.
• Meets with Team Leader on a regular basis to discuss plans and strategies. Meets deadlines in completing delegated tasks as deemed appropriate by supervisor.
• Regular attendance, punctuality and adherence to agreed-upon schedule of availability are conditions of employment and essential function of this position.
Qualifications
Education: Bachelor’s Degree in required.
Work Experience: At least one year of call center experience required. At least six months experience as either quality assurance representative, senior customer service representative or subject matter expert handling call escalation is required. Coaching or training experience is preferred.
Skills: Proven ability to learn quickly complex program and product knowledge, experience working on a PC, accessing and navigating multiple software applications in a Windows environment while talking to the customer on the phone via a headset at the…