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Call Center QA Coordinator in Aurora, CO at Johnson Controls

Date Posted: 1/12/2019

Job Snapshot

Job Description

What you will do
This position requires the effective review and analysis of CMC Associate soft skills and adherence to Policy and Procedures. The review of random audio conversations and MasterMind account history details is required. Partner with the training department to introduce Quality to new hire classes. The successful applicant needs to be able to work alone with minimal supervision and be self-motivated. The successful applicant needs to be able to work minimal shift work. Responsible for ensuring continuous improvement in the quality of internal and external customer interaction.

How you will do it

  • Listen to a minimum of 5 customer interactions per hour and evaluate those using electronic forms.
  • Partner with Training to introduce the Quality Assurance program to new hire classes.
  • Use both written and verbal means of communication for coaching to Associates and Team Managers.
  • Create strategies for Associates performance improvement.
  • Other duties as assigned.


Job Requirements


What we look for

Required

Minimum of 1 years’ experience within Johnson Controls needs to have EDO and 6 months of CSG or equivalent call center experience. High School or Equivalent.

Skills

  • Performance review of 90% or higher in the last 3 months with regards to Quality Assurance.
  • Working knowledge of Microsoft Excel and Word.
  • Strong verbal and written communication skills.
  • Strong knowledge of Mastermind and Johnson Controls Policy and Procedure/Culture.
  • Excellent attention to detail and strong work ethic.
Johnson Controls is an equal employment opportunity and affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, status as a qualified individual with a disability, or any other characteristic protected by law. For more information, please view EEO is the Law. If you are an individual with a disability and you require an accommodation during the application process, please visit www.johnsoncontrols.com/tomorrowneedsyou