Remote Management Services QA Specialist SP Plus Corporation [Service] Austin, TX

  • Full Time
  • Austin, TX
  • Applications have closed

Website SP Plus Corporation

The SP Plus Corporation is looking for highly talented and motivated individuals for their Austin, TX offices. If you are interested in the long-term career progression then apply for Remote Management Services QA Specialist in Austin, TX.

Brief Details

Organization: SP Plus Corporation
Sector: Service
Application Deadline:
Location: Austin, TX

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Description

Overview
BASIC FUNCTION – The Remote Management Service QA Specialist will be responsible for the daily review and analysis of the Remote Management Services (RMS) Command Center call data in order to continually improve Command Center Agents’ call documentation practices, as well as review data mining/trending to identify issues such as customer access abuse, hardware issues and general call statistics with the ultimate goal of minimizing the number of inbound calls.

Responsibilities
MAIN RESPONSIBILITIES

Maintain internal communications with Command Center Agents, Administrative Representatives, Command Center Managers, and Vice President, RMS
Maintain external communications with Field and Regional Managers across all markets to answer questions related to call volume, calls reasons, and call resolutions
Review, edit and correct call log documentation on a daily basis
Generate and create a myriad of reports that interpret the data captured by the call log (e.g. calls by device, calls by reason type, calls by hour, etc.)
Enter data related to call log documentation on monthly management statements for clients
Review internal documents that provide data behind the causes of calls at locations
Identify negative trends for local market action and resolution to remain in step with the goal of minimizing the number of calls received by the RMS Command Center
Qualifications
MINIMUM QUALIFICATIONS

High school diploma or equivalent
Data management/mining experience preferred
Call Center Experience preferred
Highly developed Excel and Word skills (advanced formulas, pivot tables)
Adaptable and flexible
Strong sense of customer service
Good organizational skills (ability to multi-task and prioritize; detail oriented)
Excellent verbal and written skills
Ability to work with minimal supervision

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