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Tesla Motors

Quality Control Coordinator

Tesla Motors - Las Vegas, NV

Job Description

The Quality Control Coordinator will be responsible for auditing calls and work of customer service team members. This includes screening recorded or live calls and spot checking work to ensure quality, excellent customer service and adherence to our policies and procedures. This person will understand all key responsibilities of each role and track an employee’s performance on a score card. This information will be shared with the respective team leads and managers and will provide feedback to assist in the creation of performance improvement goals and the development or revision of the training program.

You will learn concepts, practices and procedures within the solar industry, our contact centers and processing department. We empowered you to reinforce an environment that exceeds customers’ expectations and inspire employees.

Responsibilities

Observe and score live and recorded calls or spot checking work to ensure compliance with quality standards and procedures

Identify opportunities for training resulting from monitoring and work with management on recommendations and development of skill enhancement programs

Conduct quality assurance calibration sessions with supervisors and managers to ensure consistency in agent evaluations

Share insight in relation to quality standards and improvements

Escalate patterns or serious performance issues to management

Assist in development, documentation and maintenance of Service Level Objectives

Requirements

Bachelor’s degree preferred or 2 years of customer service experience in a call center environment

Evidence of exceptional performance

Excellent verbal and written communication skills

Ability to multi-task and manage time effectively in fast paced call center environment

Strong attention to detail including accurate spelling, proper grammar and appropriate abbreviations

Desire to bring people to their full potential

Ability to follow process and provide input when process should be updated for current business environment or goals

Excellent customer service and communication skills

7 days 13 hours ago

Tesla Motors

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Quality Control Coordinator Tesla Motors - Las Vegas, NV, United States

   

Location: Las Vegas, NV

Company Profile:
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