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The Gap Inc.

Seasonal QA Specialist

The Gap Inc. - Rocklin, CA

Seasonal QA Specialist','235865','!*!GENERAL SUMMARY:  The Seasonal Quality Assurance Specialist is responsible for compiling agent performance trending based on reviewing customer contacts and customer feedback from various channels.   The Seasonal QA Specialist assists in providing leaders with a clear view of the agents’ overall quality performance, along with limited direct coaching to agents. This role is also responsible for call trending for the business, providing key call outs and identifying brand trends. The Seasonal QA Specialist is also responsible for assisting with the implementation of the Quality Assurance business processes across the Contact Centers. ESSENTIAL DUTIES & RESPONSIBILITIES:Utilizes the evaluation process and performs trends based analysis to identify the most common rep performance and development trends for individuals and across multiple front line teams.Provides feedback to leadership on employee coaching, training and development to enhance behaviors that lead to excellent customer experience.Uses quality monitoring system to compile and track performance at team and individual level.Coordinates and facilitates call calibration sessions for call center staff to align on customer experience expectations.Gains customer insights through monitoring and reviewing direct customer feedback.Detects inefficiencies and suggests improvements to current processes.Communicates agent trending, customer trending and potential call driver issues to leaders and business partners.Utilize effective time management and prioritization skills to accurately and efficiently complete all workload, balancing competing priorities and proactively communicating status to leader.Assist with the implementation of new business processes and applications that support the quality program and improved customer experience.Establish and maintain effective relationships with peers and business partners across sites and functions, interacting within a virtual cross-campus team.Maintain confidentiality, creativity, and approachability when interacting inside and outside the team.Maintain a high-level of self-development and motivation, identifying personal strengths and opportunities and then acting on them. 

','!*!REQUIRED QUALIFICATIONS:Knowledge, skills & abilities:Demonstrates active listening skills, particularly attention to detail, patience and objectivity. Good social skills including a positive attitude and ability to communicate in a professional and positive manner with business partners and team members.Is a solid team player and collaborates with Supervisors, Managers and peers to understand rep coaching needs.Demonstrated commitment and passion for service excellence.Demonstrated ability to organize and analyze technical and quality trends and information.Demonstrated interest in development and ability to provide ideas and accept coaching when appropriate.Demonstrated basic knowledge of software including Microsoft Office programs such as Excel, Word and PowerPoint.Solid understanding of Call Center operational management.Excellent verbal and written communication skills and decision making abilities.Ability to prepare and communicate business ideas in a timely, accurate and succinct manner. Minimum educational level:High School Diploma or equivalent.

','US-CA-ROCKLIN','US-OH-GROVEPORT','Seasonal','Corporate','Customer Service/Call Center','Diana Evans','','Seasonal QA Specialist']);


15 days 10 hours ago

The Gap Inc.


Seasonal QA Specialist The Gap Inc. - Rocklin, CA, United States


Location: Rocklin, CA