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Customer Care Quality Specialist (INTERNAL)

Ankeny, IA | Corporate | Customer Care | Full-Time

Summary

The Customer Care Quality Specialist is responsible for operating the Quality Assurance Plan (QAP) and will be part of the Quality Assurance Team. This position is charged with monitoring and evaluating Customer Care phone calls and data entry in CRM to verify accurate account documentation and order accuracy.

Position Responsibilities may include, but not limited to

  • Ensure compliance with the departmental adherence to the QAP
  • Monitor individual calls and order to identify opportunities for ongoing training
  • Document and track quality assurance activities
  • Provide timely feedback to leadership team on results of monitoring sessions
  • Participate in evaluating the quality for new call campaigns
  • Compile QA data into daily, weekly, and monthly reports
  • Create and delivers reports to supervisors in verbal and written forms
  • Provide recommendations for improvements to existing processes to leadership team
  • Contribute to team goals by accomplishing related tasks as necessary

Required Skills and Experience

  • High School Degree or GED
  • Previous experience with Quality Assurance in a Call Center setting
  • Advanced computer skills – Microsoft Office Suite, with focus on Word, Excel, Outlook, and PowerPoint
  • Excellent verbal, telephone, and written communication skills
  • Professional, positive, and enthusiastic attitude
  • Strong attention to detail, analytical skills, and outstanding judgement
  • Excellent listening and feedback skills
  • Ability to work well in a team environment
  • Exceptional problem-solving and decision-making skills
  • Above average dependability and attendance
  • Ability to handle sensitive situations with discretion
  • Self-motivated and task oriented

Preferred Skills and Experience

  • 2 years of experience with Quality Assurance in a Call Center setting
  • Previous experience in the healthcare industry

Physical Requirements

  • Repetitive motions that include the wrists, hands and/or fingers
  • Sedentary work that primarily involves sitting, remaining in a stationary position for prolonged periods
  • Visual perception to perform job including peripheral vision, depth perception, and the ability to adjust focus
Company Overview

Mom’s Meals is a home-delivered meal service providing fully prepared, refrigerated meal solutions direct to homes nationwide for over 25 years. We provide seniors, patients recovering post-discharge and those managing a chronic condition with tailored nutrition solutions to manage their specific needs. If you are passionate about the well-being of others and have a strong sense of community, Mom’s Meals could be the place for you! We are a family operated business looking for fun, compassionate, and friendly people who want to make a difference in the lives of others.


EEO

Mom’s Meals complies with all applicable federal and state non-discrimination laws. All qualified applicants shall receive consideration for employment without regards to race, religion, national origin, ancestry, color, gender, age, disability, sexual orientation or military status.

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EEO Statement: Mom’s Meals provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, immigration status, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Equity and Diversity Statement: At Mom’s Meals, we recognize our team members possess a wealth of experience and talent beyond the technical requirements of a job. Our employees are amazing people who come from a wide variety of backgrounds—it’s what sets us apart and makes us stronger as a company. Diversity of experience and skills combined with passion and desire to help others is essential in our success. That is why we encourage team members from all backgrounds to apply to our open positions. Please contact us if you have questions or require accommodations during the interview process.

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