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Position Description

Looking for a career where you can make a difference every day?The Call Team Quality Assurance Specialist Team is a dynamic team, supporting a staff of customer service representatives that are assisting customers with processing their retirement pensions. Bring your training, coaching expertise and collaborative skills to make an impact on quality customer service.

Serco and PBGC protects the retirement security of over 35 million Americans in single employer and multi-employer pension plans. Our goal is to provide the highest level of customer support and to work to protect workers and retirees hard earned pension benefits.

As a Call Team Quality Assurance Specialist, you will:

• Have knowledge pension benefits and of the policies, procedures, rules and restrictions as set forth by PBGC.

• Be responsible for the initial and ongoing training of all Customer Service Representatives.

• Be responsible for developing training curriculum, facilitating new hire/recurring training, and monitoring/evaluating calls using Calabrio software, Excel based trackers and Quest.

• Work with Supervisors to achieve business objectives as set forth by the PBGC, Operations Manager, and the Contact Center Manager.

• Provide one-on-one agent feedback and effective coaching.

• Be responsible for attending weekly in-house and monthly joint calibration sessions, team meeting.

• Be responsible for keeping accurate reports of monitoring, coaching and project deliverables.

• Have the ability to obtain and/or maintain a public trust security clearance.

Qualifications

To be successful in this role, you will have:

• Have the ability to obtain and/or maintain a public trust security clearance.

• High school diploma, or an Associate Degree in a closely related field from an accredited institution.

• At least three (3) years of experience performing quality assurance, Customer Contact Center experience may be substituted, if necessary.

• Preferred but not required: Experience in monitoring and maintaining inbound call interactions for quality e.g. evaluating staff, providing feedback to improve performance and providing training to staff in an operation similar in size and scope.

Candidates will be considered from the following locations: Euclid, OH; Doral, FL and Virginia (remote). Candidates may be assigned to work remotely or on site.

If you are interested in supporting and working with our PBGC Team and a passionate Serco team- then submit your application now for immediate consideration. It only takes a few minutes and could change your career!

Company Overview

Serco Inc. (Serco) is the Americas division of Serco Group, plc. In North America, Serco’s 9,000+ employees strive to make an impact every day across 100+ sites in the areas of Defense, Citizen Services, and Transportation. We help our clients deliver vital services more efficiently while increasing the satisfaction of their end customers. Serco serves every branch of the U.S. military, numerous U.S. Federal civilian agencies, the Intelligence Community, the Canadian government, state, provincial and local governments, and commercial clients. While your place may look a little different depending on your role, we know you will find yours here. Wherever you work and whatever you do, we invite you to discover your place in our world. Serco is a place you can count on and where you can make an impact because every contribution matters.

To review Serco benefits please visit: https://www.serco.com/na/careers/benefits-of-choosing-serco .If you require an accommodation with the application process please email: careers@serco-na.com or call the HR Service Desk at 800-628-6458, option 1. Please note, due to EEOC/OFCCP compliance, Serco is unable to accept resumes by email.

Candidates may be asked to present proof of identify during the selection process. If requested, this will require presentation of a government-issued I.D. (with photo) with name and address that match the information entered on the application. Serco will not take possession of or retain/store the information provided as proof of identity. For more information on how Serco uses your information, please see ourApplicant Privacy Policy and Notice (https://www.serco.com/na/privacy-policy) .

Serco does not accept unsolicited resumes through or from search firms or staffing agencies without being a contracted approved vendor. All unsolicited resumes will be considered the property of Serco and will not be obligated to pay a placement or contract fee. If you are interested in becoming an approved vendor at Serco, please email Agencies@serco-na.com .

Serco is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.

Click here to apply now (https://careers-sercous.icims.com/jobs/64819/quality-assurance-specialist-%28call-team%29/job?mode=apply&apply=yes&in_iframe=1&hashed=-1834477830)

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ID 64819

Recruiting Location : Location US-VA-

Category Customer Service

Position Type Full-Time

Security Clearance None

Clearance Details PBGC

Telework Yes - May Consider Full Time Teleworking for this position

Campaign LPPBGC