Rep 2, Cust Service Ops (QA)

Comcast brings together the best in media and technology. We drive innovation to create the world’s best entertainment and online experiences. As a Fortune 40 leader, we set the pace in a variety of innovative and fascinating businesses and create career opportunities across a wide range of locations and disciplines. We are at the forefront of change and move at an amazing pace, thanks to our remarkable people, who bring cutting-edge products and services to life for millions of customers every day. If you share in our passion for teamwork, our vision to revolutionize industries and our goal to lead the future in media and technology, we want you to fast-forward your career at Comcast. Job Summary: Responsible for monitoring and analyzing the overall quality of both inbound and outbound telephone calls. Documents quality issues and performance measures for management review. Provides information to assist in the feedback and formal education process of individuals on the phone. Works with moderate supervision/guidance. Is accountable for individual results and impact on team. Employees at all levels are expect to: – Understand our Operating Principles; make them the guidelines for how you do your job – Own the customer experience – think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services – Know your stuff – be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences – Win as a team – make big things happen by working together and being open to new ideas – Be an active part of the Net Promoter System – a way of working that brings more employee and customer feedback into the company – by joining huddles, making call backs and helping us elevate opportunities to do better for our customers – Drive results and growth – Respect and promote inclusion and diversity – Do what’s right for each other, our customers, investors and our communities Core Responsibilities: – Monitors inbound and outbound telephone calls within call center(s) to ensure customer service meets quality assurance standards. – Documents customer service quality issues according to procedure. – Compiles reports pertaining to performance and quality assurance issues for review by management. Advises management, using written and/or verbal reports, in a timely and efficient manner. – Contributes in learning sessions and other programs meant to educate call representatives on performance and quality assurance issues. – Provides timely and efficient feedback on call quality. – Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary. – Other duties and responsibilities as assigned. Job Specification: – High School or Equivalent – – – Generally requires 2-5 years related experience Comcast is an EOE/Veterans/Disabled/LGBT employer