Knowledge Specialist - Work from home

Description : *Provides strategic guidance to the Digital Support team, internal partners and 3rd party contact centers as a recognized subject matter expert in the quality field.

Identifies quality best practices and drives suitable quality initiatives that deliver on our brand promise. Responsible for governing Digital Support quality processes and procedures to ensure the delivery of a world-class customer experience.

Will coordinate a seamless transition of tactical quality related activities to our 3rd party suppliers.

• Analyzes quality data for trends, develops action plans to address deficiencies and works with Operations and Training to drive plans to completion
• Researches, documents and drives adoption of quality associated best practices surrounding internal and external calibrations, CSAT reviews, After Action Reviews, etc.
• Coordinates calibration sessions, CSAT reviews, Hypercare and AAR sessions with internal and external partners as well as documents sessions and provides trend analysis and action plan solutions
• Supports outsourced BPO Contact Center Quality Supervisor and Quality Assurance Agents and will liaison with training resources to ensure compliance with client quality standards
• Works with internal Digital Support departments as required to ensure quality effectiveness
• Understands all Contact Center KPIs and works to identify and implement continuous process improvements to improve customer experience and process efficiencies
• Resolves any specific problems and tailors quality practices as necessary
• Participates in digital product NPI process as appropriate and collaborates with partner organizations as needed to execute assigned quality activities
• Identifies and implements opportunities to streamline processes and enhance user interfaces and the customer experience.
• Skills : *Customer service, E-learning, Powerpoint, Training materials, writing knowledge articles / FAQs*Additional Skills & Qualifications : Working in a contact center*4 year education or communication degree and / or 2+ years combined experience working within a contact center environment plus 5+ years experience in a quality evaluator, quality related role or data analytics role.

Knowledge of Microsoft Word, PowerPoint, and Excel Superior written communication skills. Customer service is a plus. Data Analytics Trend Analysis About TEKsystems : We're partners in transformation.

We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia.

As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change.

That's the power of true partnership. TEKsystems is an Allegis Group company. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.