CAREER OPPORTUNITY!: Yahoo! Job Description Customer Care QA Associate II Job Number: 1345594 Primary Location : United States of America-New York-Lockport Description Position Summary: Yahoo! is looking for someone who is passionate about improving every customer experience and who has a deep background using and supporting online products and services. The role of a Customer Care QA Specialist focuses on evaluating the work performed by Customer Care Agents across the globe as they assist customers seeking help. Quality Specialists document and report their findings, and perform in-depth analysis to identify opportunities to improve the customer experience. Quality Specialists evaluate a lot of cases on a weekly and monthly basis, so they can form an accurate perspective both as to how to help agents and vendors perform better, as well as to identify and champion opportunities to make every customer’s Yahoo! experience an exceptional one. Quality Specialists are not only evaluators and reporters; they are passionate Agents and Drivers of Change. Quality Specialists are key contacts on specific Yahoo! properties for Product Support Managers, Outsource Vendor Managers, Operations Management, internal Customer Care and Vendor groups. Working with these groups as well as their peers, the Quality Manager and Quality Analyst, Quality Specialists drive both strategic and tactical quality programs and initiatives. Quality Specialists develop and maintain strong working relationships with Vendor Quality staff, facilitating calibration sessions and driving action plans to close evaluation gaps and improve performance in key areas. The Quality Specialist is responsible for identifying gaps and closing them, whether those gaps are at the Agent performance level or within Yahoo! itself. Primary Responsibilities: · Monitor and evaluate email, phone and chat transactions against Yahoo! standards to identify areas of opportunity and success. · Fully document findings to help drive Agent and overall improvements. · Perform Root Cause Analysis as needed, creating and driving Action Plans to achieve quantifiable improvements. · Work with peers, Quality Manager, Quality Analyst, Product Support Management, Operations Management and Vendor Partners to drive and implement strategies to improve the customer experience. · Proactively provide Product Support Management and Training with Agent feedback to close gaps within Yahoo!’s training documentation. · Build relationships with Vendor Partners via monitoring & evaluating contacts, facilitating phone, chat and email calibration sessions, and driving action plans. · Assist Trainers in the development of training material for assigned properties as needed. · Assist Content Management with Help Page and Standard Response content for assigned property as needed · Present Quality results and initiatives in Quarterly Business Reviews as needed · Produce property-specific analysis and commentary for Weekly Quality Flash report · Produce property-specific monthly Contact Driver report · Ability to take on other duties or projects, as assigned Qualifications and Skills: · 2 – 4 years experience. · A Bachelors degree in any discipline is a must · Strong Internet skills, a passion for thinking about things from both customer’s point of view and a support agent’s point of view along with a broad understanding of Yahoo! products and services · Highly skilled in verbal and written communication to analyze, interpret, and address customer needs. · Demonstrated ability to work cooperatively, collaboratively and effectively with internal Customer Care and Outsource Vendor teams as well as in a Team Environment. · Demonstrated excellent Customer Service and Interpersonal skills. · Demonstrated ability to be flexible and quickly adapt to changing business needs and processes. · Strong knowledge of PC applications, especially Microsoft Word, Excel and PowerPoint. · Strong Analytical and Problem Solving Skills. · Proven ability to work independently in a fast-paced environment. · Demonstrated history of being well-organized and the ability to multi-task and prioritize work. · Proven track record of working in a self-directed manner towards achieving Key Performance Indicators. · Excellent work ethics · Project Management experience preferred. · Six Sigma, Total Quality Management experience or the equivalent preferred. Yahoo! Inc. is an equal opportunity employer. For more information or to search all of our openings, please visit careers.yahoo/.
Posted on: Tue, 13 Aug 2013 17:03:07 +0000
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