Remote OCCC Quality Assurance Coordinator (Biotech)
Are you self-motivated? Do you enjoy solving problem solving? Can you work in a fast-paced environment? If you possess these qualities, you will fit right in line with our team!
We are seeking a talented Quality Assurance Coordinator for our remote Orkin Customer Contact Center. Must have the ability to work a flexible schedule, including days, evenings, weekends, and/or holidays to ensure we have consistent support for our customers.
You'll join a team backed by more than 120 years of delivering top-notch service, and you'll be a key player in maintaining our reputation as the best in pests.
Want to Join the Best in Pest? Go Pro with Orkin. Apply from your phone in minutes!
Responsibilities
At Orkin, our purpose is to help protect the world where we live, work and play. We have a FAST PACED, fully remote National Customer Contact Center with dedicated inbound sales, web sales, lost lead sales, customer service, and termite billing/claims teams.
Our QA Coordinators provide advanced, diversified, and confidential administrative support requiring broad and comprehensive experience, skill and knowledge of the organization's policies and procedures. Duties and tasks are varied and complex, and typically require originality and/or ingenuity. The Quality Assurance Coordinator will rely on experience and judgement and a wide degree of creativity and latitude is expected.
You will…
- Pro-actively complete and distribute all assigned quality reports and communications with highest accuracy and timeliness
- Monitor and score all types of customer interactions per call center established guidelines
- Daily review and evaluation of sales & customer service calls in accordance with OCCC standards
- Utilize quality monitoring and data management processes to provide feedback and actionable data to Leadership team as needed
- Participate in design of call monitoring formats, scorecards, and quality standards
- Support the development, implementation, maintenance, and ongoing improvement of the Workforce Optimization applications
- Support Leadership in implementing OCCC software/product to determine quality assurance parameters
- Coordinate and facilitate call calibration sessions for Sales & Customer Service at Leadership's request
- Work with leadership team to develop internal quality standards, metrics and reports that align with overall company objectives, business needs and customer satisfaction
- Analyze quality assurance practices and procedures to make recommendations to improve efficiency
- Support Sales & Customer Service queues by taking calls when volume is high
- Other duties as assigned
We Offer…
- A Competitive Compensation package with upward earnings potential
- Comprehensive benefits package including medical, dental, vision & life Insurance
- 401(k) plan with company match, employee stock purchase plan
- Paid vacation, holidays, and sick time
- Employee discounts, tuition reimbursement, dependent scholarship awards
- Inclusive training programs as the industry leader
Why Orkin?
- Founded in 1901, Orkin Pest Control is a global residential and business service provider
- Consecutive years of improved earnings with over 2 million customers
- Orkin is financially stable and growing as the largest subsidiary of Rollins, , (NYSE: ROL), headquartered in Atlanta, GA
- Orkin's National Contact Center is a high energy, fun and collaborative work environment with strong management
Are you ready to be an Orkin Pro?
Qualifications
What's required
- High School/GED required; Bachelor's Degree preferred
- 2 years of experience in a multi-channel call center environment as a QA Coordinator, Supervisor or WFM position
- Ability to pass a background and drug screen
Work from home requirements
- Appropriate workspace in your home, private/semiprivate home-office space free of distractions and background noise
- A workspace with adequate furnishings (e.g., a desk and chair) and lighting
- Minimum of 20 mbps upload and 50 mbps download or higher, high speed internet connection with the ability to hard wire directly to a modem
What you'll need
- Excellent interpersonal and communication skills
- Basic computer skills in various software and web-based applications
- Proficient in Microsoft Office
- Familiarity with Avaya, Verint or other Quality platform
- Comfortable working in a high-volume role
- Demonstrated ability to prioritize tasks and manage time efficiently
- We encourage applicants to complete our short Culture Index Survey so we can get to know your natural work style and preferences
Orkin is an Equal Opportunity/Protected Veterans/Individuals with Disabilities Employer
