Customer Service Quality Assurance Analyst

Public Consulting Group LLC (PCG) is a leading public sector solutions implementation and operations improvement firm that partners with health, education, and human services agencies to improve lives. Founded in 1986, PCG employs approximately 2,000 professionals throughout the U.S.—all committed to delivering solutions that change lives for the better. The firm is a member of a family of companies with experience in all 50 states, and clients in six Canadian provinces and Europe. PCG offers clients a multidisciplinary approach to meet challenges, pursue opportunities, and serve constituents across the public sector. To learn more, visit www.publicconsultinggroup.com .

Duties & Responsibilities

Monitors agent’s phone calls for quality purposes, provide positive feedback to leadership/agents based on Quality standards, able to listen to specific details on the call

Monitors and manages Support ticket information into the client database. Ensure assigned support tickets are handled appropriately and are assigned accordingly

Communicates with supervisor on a regular basis to discuss training needs based on individual agent’s performance

Partners with Operations, Training, and other internal teams to drive quality metric

Required Skills

Ability to manage time effectively in a fast-paced environment.

Ability to effectively execute in a remote environment without the benefit of on-site supervision.

Excellent writing skills, able to provide positive feedback in reference to coaching opportunities.

Excellent attention to detail.

Outstanding customer service skills

Qualifications

High School Diploma or equivalent required

Knowledge of MS Windows, Excel and Word preferred

Working Conditions

Office Setting

Supervisory Responsibility

None

The above is intended to describe the general contents and requirements of work being performed by people assigned to this classification. It is not intended to be construed as an exhaustive statement of all duties, responsibilities or skills of personnel so classified.

#LI-remote

Remote Work Statement:

This position is a remote, work from home position. PCG is a remote-friendly organization and is committed to creating a culture where remote work remains a vital part of the company’s success. To be successful in a remote work role at PCG, you must:

be available during your set working hours.

have a safe, private, and distraction-free environment in which to complete your work, and

be able to give your full attention to the completion of your PCG job duties.

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Some travel to the office or elsewhere may be required for team meetings, client meetings, etc.

We are accepting applications on an ongoing basis until filled.

As required by applicable law, PCG provides the following reasonable range of compensation for this role: $46,800-$56,800.

Compensation:

Compensation for roles at Public Consulting Group varies depending on a wide array of factors including, but not limited to, the specific office location, role, skill set, and level of experience. As required by applicable law, PCG provides the following reasonable range of compensation for this role below. In addition, PCG provides a range of benefits for this role, including medical and dental care benefits, 401k, PTO, parental leave, bereavement leave.

EEO Statement:

Public Consulting Group is an Equal Opportunity Employer dedicated to celebrating diversity and intentionally creating a culture of inclusion. We believe that we work best when our employees feel empowered and accepted, and that starts by honoring each of our unique life experiences. At PCG, all aspects of employment regarding recruitment, hiring, training, promotion, compensation, benefits, transfers, layoffs, return from layoff, company-sponsored training, education, and social and recreational programs are based on merit, business needs, job requirements, and individual qualifications. We do not discriminate on the basis of race, color, religion or belief, national, social, or ethnic origin, sex, gender identity and/or expression, age, physical, mental, or sensory disability, sexual orientation, marital, civil union, or domestic partnership status, past or present military service, citizenship status, family medical history or genetic information, family or parental status, or any other status protected under federal, state, or local law. PCG will not tolerate discrimination or harassment based on any of these characteristics. PCG believes in health, equality, and prosperity for everyone so we can succeed in changing the ways the public sector, including health, education, technology and human services industries, work.

Public Consulting Group is an equal opportunity employer. All qualified applicants receive consideration for employment without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity, protected veteran status, or status as a qualified individual with a disability. VEVRAA Federal Contractor.