Quality Assurance Specialist (Call Center)

Company Overview:

Deposita(TM), An Allied Universal(R) Company has perfected the art of cash management using world-class innovation, technology, and tailored solutions. We serve customers in retail, wholesale and banking sectors through in-depth consultations. We ensure every security need is met and exceeded every step of the way. Join our Phenomenal team today!

Deposita, an Allied Universal® Company, is hiring a Quality Assurance Specialist (Call Center). The Quality Assurance (QA) Specialist is responsible for assessing the quality of the performance of Service Now Center employees (Customer Service Representatives) who deal with existing clients. The QA Specialist will monitor inbound and outbound calls and emails responses to assess communication technical accuracy, Customer Service Center (CSC) representative performance, and conformity to Deposita policies and procedures. The QA Specialist will help develop, create, and implement contact center quality processes and procedures; as well as make recommendation for enhancements to training as needed to enhance the overall Client experience.

• →Perform call monitoring and provides trend data, quality reports, and feedback to CSC Talent Manager
• →Participate in enforcing and enhancing quality standards
• →Use monitoring data management system to compile and track performance of CSC representatives
• →Monitor customer care email responses
• →Participate in customer and client listening programs to identify customer needs and expectations
• →Provide actionable data to various internal support groups as needed
• →Provide feedback to call center team and managers
• →Provide training to CSC team members for performance improvement and professional development

• High school diploma or equivalent
• Minimum of one (1) year of call center experience
• Outstanding customer service skills and dedication to providing exceptional customer care
• Self-motivated and self-starter
• Focus on quality and customer service
• Exceptional listening and analytical skills
• Solid time management skills
• Writing proficiency
• Must adapt well to change and successfully set and adjust priorities as needed
• Proficient with Microsoft Office (intermediate Word, basic Excel)
• Excellent listening, oral, written, and interpersonal communication skills
• Keen attention to detail
• Good judgment and decision-making capabilities
• Effective time management skills; able to perform in a fast-paced, deadline-oriented environment
• Ability to organize, prioritize, and adapt to change

• Two (2) or more years of work experience in a call center
• Able to speak, read, and write the Spanish language fluently
• Knowledge or experience with ServiceNow and/or TalkDesk

Allied Universal® is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race/ethnicity, age, color, religion, sex, sexual orientation, gender identity, national origin, genetic information, disability, protected veteran status or relationship/association with a protected veteran, or any other basis or characteristic protected by law. For more information: www.aus.com

If you have difficulty using the online system and require an alternate method to apply or require an accommodation, please contact our local Human Resources department. To find an office near you, please visit: www.aus.com/offices.