Quality Assurance Specialist

Barnes & Noble, Inc.

Clifton, NJ

NJ-Clifton

Job Summary

As a Quality Assurance Specialist, one of your main goals is to make the customer experience exceptional by ensuring all agents provide top-notch customer service and by driving continuous improvement. In this role, you will work collaboratively with the leadership team to share insights, drive new initiatives, and support ongoing actions related to quality.

What You Do
• Perform call monitoring and provides coaching notes and trend data to leadership team.
• Participates in design of call monitoring forms and QA Standards.
• Utilize quality monitoring data management system to compile & track performance.
• Coordinates & facilities call calibration sessions.
• Prepares & analyzes internal & external quality assurance reports for management staff review.
• Recommend appropriate action if further reviews are necessary and raise observations to management team
• Lead and organize meetings with various internal groups.
• Assist in setting guidelines & standards... More Detail

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