Job Description

With over 120 offices and nearly 7,000 associates in major metropolitan areas and suburban cities throughout the U.S. CBIZ (NYSE: CBZ) delivers top-level financial and employee business services to organizations of all sizes, as well as individual clients, by providing national-caliber expertise combined with highly personalized service delivered at the local level.    

CBIZ has been honored to be the recipient of several national recognitions:

•        2022 Best and Brightest Companies to Work for in the Nation

•        2023 Top Workplaces USA

•        2022 America's Best Mid-Size Employers

•        2022 Best and Brightest Companies in Wellness

•        2022 Great Place to Work Certification

Job Purpose/Objective: Primary: Assess the performance of the technical support teams against pre-determined standards to improve overall service delivery.

Essential Functions and Primary Duties

•        Provide consistent and actionable feedback on areas of improvement and promote continuous improvement of call center processes and performance

•        Monitor and evaluate recorded associate interactions, including calls, chats, and written interactions, against the department standards utilizing company software and the defined Quality Review forms

•        Organize, analyze, and summarize data to prepare recommendations for improvement

•        Prioritize projects and meet required deadlines

•        Collaborate with Team Leaders by sharing observations, suggestions, and actionable feedback to improve associate performance

•        Execute processes for identifying, reporting, and communicating Quality Performance trends

•        Partner with other teams on recommendations for enhancements to training, processes, or other internal workflows achieve optimal client satisfaction as well as associate retention and engagement

•        Escalate serious issues identified during monitoring to the appropriate management channels

•        Participate in calibration sessions to maintain consistency and validate audit parameters within the Quality Review process

•        Maintain working knowledge of the role and technical skills required of the associates being assessed

•        Engage in personal development to remain informed on departmental knowledge, processes, and expectations

•        Engage and participate in branch visits, industry conferences, and additional training to ensure the Quality Performance processes continue to evolve to meet the needs of the clients

•        Provide excellent customer service

•        Other job duties as assigned

Requirements

•        Provide a suitable workspace

•        Maintain high speed internet access with a wired connection

•        Ability to work in a fast-paced environment with ever changing priorities

•        Exceptional listening and analytical skills

•        Ability to process information with high levels of accuracy

•        Ability to work independently with little to no supervision and in a team setting

•        Proficient use of applicable technology

•        Ability to follow technical instructions and guidelines

•        Ability to document daily activities and system functions

•        Demonstrated ability to communicate verbally and in writing throughout all levels of the organization

Minimum Qualifications 

•        Associate degree in computer science or related field OR 2 years of related experience in a technical contact center, an Edward Jones Information Systems experience and/or quality assurance experience

•        Basic knowledge of quality assurance tools and processes, specifically Verint and Calarbridge, is preferred

The hourly rate for this job in this market is $15.00-$20.00. The specific compensation for this role will be determined based on the education, experience, and skill set of the individual selected for this position. The compensation above is not representative of an employee’s total compensation. Beyond income, you have access to; comprehensive medical and dental insurance, retirement savings, life and disability insurance, health care and dependent care reimbursement accounts, certification incentives, education assistance, referral program and much more.

REASONABLE ACCOMMODATION

If you are a qualified individual with a disability you may request reasonable accommodation if you are unable or limited in your ability to use or access this site as a result of your disability. You can request a reasonable accommodation by calling 844-558-1414 (toll free) or send an email to accom@cbiz.com.

EQUAL OPPORTUNITY EMPLOYER

CBIZ is an affirmative action-equal opportunity employer and reviews applications for employment without regard to the applicant’s race, color, religion, national origin, ancestry, age, gender, gender identity, marital status, military status, veteran status, sexual orientation, disability, or medical condition or any other reason prohibited by law. If you would like more information about your EEO rights as an applicant under the law, please visit these following pages EEO is the Law and EEO is the Law Supplement.

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