Technical Support QA Coordinator

Albany, Oregon
Not Specified
Sep 29, 2016
Nov 28, 2016
Job Type
Not Specified
Career Level
Not Specified

The Technical Support QA Coordinator monitors and evaluates the quality of inbound and/or outbound calls made by the Technical Support Team to ensure compliance with company policy and guidelines. Documents quality issues and completes appropriate monitor forms and provides feedback to management.


  • Complete quality audits of technical support calls to ensure procedural compliance and identify areas for improving customer service.
  • Support the Technical Support Team as they leverage a variety of resources to effectively diagnose complex technical issues.
  • Conduct a minimum number of monthly monitoring audits using appropriate monitor forms
  • Deliver the appropriate one-on-one feedback to the monitored group/agents as needed
  • Meet monthly with assigned supervisors
  • Provide feedback to floor supervisors on team performance and identify/report any policy and/or compliance violations
  • Participates in calibration sessions as required.
  • Support and assist with on-going quality initiatives.
  • Maintains effective communication with other departments and Supervisors.
  • Attends relevant training classes on new campaigns and refreshers course offered in the contact centers.
  • Compose written reviews and provide verbal and/or on-line feedback.
  • Display strong Time Management skills
  • May deviate from the standard procedures to perform assigned tasks.
  • Able to solve basic problems and issues
  • Able to work well in a high energy, dynamic, and collaborative environment.
  • Applies learned knowledge of campaign through evaluation or coaching.

Basic Qualifications:

  • 6 months experience with customer service, troubleshooting, analytical, and problem solving.
  • 6 months experience in a technical support role (troubleshooting, diagnosing, and resolving complex issues across a wide array of internet connected devices such as mobile phones, wireless devices, Bluetooth speakers, thermostats, fitness trackers, televisions, home automation devices, personal computers, etc.)
  • High School diploma.

Other Requirements:

  • Proficient skill level in Microsoft Office (Excel and Word).
  • Strong analytical skills.
  • Detail and project oriented.
  • Excellent written and verbal communication skills.
  • Ability to coach call taking agents
  • Ability to handle multiple tasks simultaneously with priorities and work under pressure to meet deadlines.
  • Ability to assess customer needs
  • Willingness to learn other campaigns of the business as needed

Preferred Qualifications:

  • One year of technical or related experience in the function or similar activity outside the company.
  • At least one year in a call center environment
  • Experience working within a support organization providing phone based support to customers.
  • General knowledge & experience with computer system and company products and service.
  • Knowledge of tools used by the Technical Support Team.
  • General knowledge of Assurant QA systems and tools
  • Bachelor's degree preferred; Associates degree a plus.