Quality Assurance Lead
Ezee Fiber is seeking a Quality Assurance Lead that is an analytical individual with strong customer service and communication skills. This person will work to maintain a desired level of quality in our services and products, especially by means of attention to every stage of the process of delivery.
About Ezee Fiber
Founded in 2021, Ezee Fiber is a rapidly growing Houston-based fiber telecommunications company that provides affordable and reliable multi-gig internet service to residential, business and government customers through its 100 percent fiber-optic network. Ezee Fiber delivers exceptional customer service, lightning-fast internet speeds, and straightforward, transparent pricing. The company operates a carrier-grade network throughout Texas, where it supports its customers by local teams that live and work in the communities they serve.
Responsibilities
- Establish and refine internal support and call center quality benchmarks to ensure optimal service delivery.
- Evaluate support engagements against predefined quality criteria.
- Review a selection of support agents’ interactions across various channels (calls, emails, chats, etc..).
- Monitor and analyze recorded and live telephone calls for quality assurance purposes.
- Provide comprehensive and constructive feedback alongside evaluations.
- Engage in regular meetings with agents to discuss and elaborate on feedback.
- Offer coaching and feedback to agents to enhance their performance.
- Devise strategies aimed at enhancing support KPIs.
- Guide the team in improving agent performance through specific instructions and ongoing support.
- Identify training and onboarding needs and spearhead related initiatives.
- Facilitate calibration sessions to maintain consistency in internal evaluations.
- Collaborate with the Reporting Team to generate comprehensive reports reflecting support performance.
- Oversee customer service performance at both individual agent and team levels.
- Report the support team’s performance to senior management.
- Foster a positive team culture through active contribution.
Requirements
- Participation in the development and implementation of call quality programs.
- Excellent communication skills, both written and verbal, for effective documentation.
- Proficiency in maintaining accurate and up-to-date records, including agent interactions.
- Ability to prepare regular reports on agent resolution activities and outstanding issues.
- Strong adherence to compliance with relevant laws, regulations, and company policies.
- Prior experience in the customer service domain.
- Demonstrated analytical skills and experience in quality assurance.
- Competency in setting quality standards for inbound, outbound calls, emails, and chat
- Exceptional people skills for delivering constructive feedback.
- Strong organizational skills and familiarity with goal-setting practices.
- Proficiency in data visualization and understanding of support metrics.
- Awareness of basic business metrics and the impact of support operations.
- Aptitude for problem-solving to devise effective strategies for improving support quality.
- Proficiency in computer navigation and the Microsoft Office Suite.
- Ability to work independently and adapt to flexible hours as needed.
- Involvement in various projects and willingness to undertake additional duties as required.
Pay & Benefits
- Competitive compensation package
- Health, Dental and Vision insurance
- 401k match
- Paid time off and other generous benefit programs