Contact Center Quality Analyst jobs in Flagstaff, AZ

MINIMUM QUALIFICATIONS REQUIRED:

High School Diploma/GED Certificate

Associates Degree preferred

1 year customer service experience

Payment processing experience preferred

Ability to communicate in the Navajo Language preferred.

Must be able to type 30 words per minute and pass a script reading test

Valid Driver's License (subject to motor vehicle record review).

JOB RESPONSIBILITIES AND PERFORMANCE OBJECTIVES:

Address basic customer issues such as general inquiries, non-technical questions, password recover, website navigation assistance and basic how-to questions.

Provides front-line and first tier responses to customer inquiries. Follows-up and ensures that customer issues are handled effectively.

Answers phone calls and emails, ascertains the nature of the request and responds and resolves.

Manages large amounts of inbound calls in a timely and efficient manner while maintaining a high level of customer satisfaction.

Builds sustainable relationships and engage customers by going the extra mile.

Identified customers' needs, clarify information, research every issue and provide solution and/or alternative to customer needs.

Routes calls to appropriate resource within NTUA based on defined operational processes.

Meets personal/team qualitative and quantitative targets.

Completes call logs where available.

Keeps records and documentation of customer interactions or transactions, including detail of inquiries, complaints, or comments and actions taken to resolve.

Maintains records in accordance with established policies and procedures and audit guidelines.

Performs other duties as assigned.

This announcement will close on Sunday, June 30, 2024, visit www.ntua.com to apply. The online NTUA Employment Application must be completed for consideration. If you have any questions, please call NTUA Human Resources @ (928) 729-6252.

Navajo Preference

Navajo Veteran Preference

This institution is an equal opportunity provider and employer.