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Customer Support QA

Posted: May 11, 2018

Job Description

Jack Henry & Associates is looking for a new Customer Support QA to join our growing Springfield, MO team! The Customer Support QA monitors and evaluates quality assurance of customer communications on phone, LIVE Chat and SPI (secure payment inquiry), and summarizes findings for employee coaching and training purposes. 

At Jack Henry & Associates, you are more than just an employee, you are a valued member of the organization that is dependent on you and your success!  Jack Henry & Associates stresses a company culture that encourages you to think outside the box and to grow in your professional career.  As a Jack Henry & Associates employee you will enjoy a casual and relaxed work environment, a terrific benefit package, and a generous PTO plan that allows you to maintain a work life balance. 

MINIMUM QUALIFICATIONS

  • 1 year of call center experience. 
  • 1 year of QA call experience

PREFERRED QUALIFICATIONS

  • 2+ years of experience in a call center atmosphere
  • Ability to identify and deliver QA focused recommendations and compliance trends
  • Knowledge of how to interpret and implement quality standards
  • Strong knowledge of JHA Call Center processes and procedures
  • Excellent communication and interpersonal skills
  • Works well in a fast-paced environment
  • Ability to learn and adapt quickly
  • Ability to multi-task while effectively managing time
  • Ability to work and make decisions independently and as part of a team
  • Exceptional listening and analytical skills
  • Dedication to providing exceptional customer service

ESSENTIAL FUNCTIONS

  • Performs quality monitoring for call or service centers through phone calls, LIVE chat and SPIs.
  • Ensures the quality assurance checks are conducted in compliance with departmental & company quality assurance standards and goals.
  • Provides accurate and timely quality monitoring reports for call center associates and provides feedback to Supervisors and Managers to assist in the personal skill development of the associate and to recognize outstanding service.
  • Makes recommendations for policy and procedure changes based on quality monitoring trends.
  • Assist training/development specialists with updates to manuals and other job aids and may assist with training as necessary.

Equal Employment Opportunity

Applicants for U.S. based positions with Jack Henry & Associates must be legally authorized to work in the United States. Verification of employment eligibility will be required at the time of hire. Visa sponsorship is not available for this position.

Jack Henry & Associates, Inc. is an Equal Employment Opportunity/Affirmative Action Employer and maintains a Drug-Free Workplace.

Females, minorities, veterans, and individuals with disabilities are encouraged to apply.

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