Quality Assurance Specialist - Call Center QA experience needed !

Quality Assurance Specialist - Call Center QA experience needed !

GAF, founded in 1886, is a $3 billion company with 3,200 employees and is a leader in the building materials industry. As America's largest roofing manufacturer, GAF has built a strong and solid product and customer franchise driven by continuous product innovation and through finding ways to better serve and connect with its customers. The company also has other offerings in high quality products including decking, railings, decorative stone, ductwork, and specialty fabrics. GAF has sustained a strong financial and operating performance over the past several years, driven from its leading capabilities, strong culture, and a business that is only partly dependent on economic cycles in the construction industry.

Labeled the best in quality and most-recommended by our customers, GAF believes that employees remain our greatest strength and best competitive advantage. Build your future as we build the American dream one roof at a time.

The Quality Assurance Specialist will ensure the quality of internal and external customer interactions through monitoring, feedback and surveys. The quality program furthers GAF’s commitment to quality customer care through quantitative measurements and ongoing coaching for representatives. This position will use Call Copy's software to monitor customer interactions and generate a score using established quality standards.



Specific duties include, but are not limited to:

Participates in design of call monitoring formats and quality standards
Utilizes quality monitoring to evaluate effectiveness of training and shares observations with training
Participates in calibration sessions and interactions with other QA team members, CCR’s, and the Training department to ensure consistent standards are being used to assess customer interactions and are employed in ongoing training of CCR’s
Provides actionable data to various internal support groups as needed
Contributes to planning and participates in regular call calibration sessions for customer care management
Participates in focus groups, remote monitoring sessions, and training classes



Job Requirements:

A Bachelor's Degree with 2+ years business experience in a call center environment with the ability to communicate, coach, and counsel effectively to a variety of audiences with tact and diplomacy. Strong working knowledge of Microsoft Office suite along with excellent verbal and written communication sills. Must have experience preparing, presenting, and communicating data to management teams.

We offer a competitive salary and benefits package including 401(k), medical, dental, vision, prescription drug, tuition reimbursement, and a vacation package. At GAFMC, we believe our employees are our greatest resource.

GAF is proud to be an Equal Opportunity Employer, committed to workplace diversity. M/F/D/V.

No search firms please.


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