Job Description

Our vision for the future is based on the idea that transforming financial lives starts by giving our people the freedom to transform their own. We have a flexible work environment, and fluid career paths. We not only encourage but celebrate internal mobility. We also recognize the importance of purpose, well-being, and work-life balance. Within Empower and our communities, we work hard to create a welcoming and inclusive environment, and our associates dedicate thousands of hours to volunteering for causes that matter most to them.
Chart your own path and grow your career while helping more customers achieve financial freedom. Empower Yourself.
The Service Desk department is a looking for hard-working, self-motivated individuals to work as part of a Quality Assurance team for Service Desk communications. You will be a part of a team of 2-3 individuals that will be listening to phone calls, reading through chat and emails as well as grading tickets for accuracy. You will then provide this feedback to the Team Leads to distribute to staff. Previous experience and exposure in a QA field is preferred but not required.
What you will do:

• Perform Monthly Quality Assurance checks (5-10) for each Service Desk Representative.
• Ensures the quality of help desk support services through monitoring and reviewing help desk activities (calls, chats, emails, and tickets) daily to ensure compliance with process standards.
• Conducting periodic assessments of technician skills and knowledge, coaching and remediation sessions, tracking performance over time, and recommending process improvements
• Monitor live calls randomly for accuracy and efficiency.
• Provide in-depth feedback for Managers and Leads to convey to representatives.
• Keep up to date on all technical information for Service Desk to be able to assist on calls/chats as needed.
• Provide guidance and knowledge for less experienced staff.

What you will bring:

• Strong interpersonal and coaching skills
• Strong customer service skills
• High attention to detail
• MS Office proficiency
• Excellent oral and written communication skills
• Excellent presentation skills
• Ability to organize, analyze, and prioritize.
• Ability to handle multiple tasks independently.
• Ability to work in a team environment.

Professional and Education Qualification:

• Bachelors Degree

Experience eligibility:

• 0 to 3 Yrs. as QA
• Service desk experience of minimum 5yrs.

Primary Technical/Non-technical skill sets:

• Service desk experience, knowledge of empower service desk process & procedures, technical knowledge of windows OS.
• Delivers internal and external customer service excellence.
• Exhibits listening, patience, empathy, authenticity, pro-activity, and perseverance with customers.
• Upholds commitment to delivering optimal solutions in a timely manner, and balances customer needs with the best interests of the organization.
• Maintains a positive approach despite challenges, constraints, and/or customer emotions.

Roles and Responsibilities:

• Monitor calls/chats, provide quality score & feedback for the associates, identify improvement opportunities & work with trainer to implement the same.

This job description is not intended to be an exhaustive list of all duties, responsibilities and qualifications of the job. The employer has the right to revise this job description at any time. You will be evaluated in part based on your performance of the responsibilities and/or tasks listed in this job description. You may be required perform other duties that are not included on this job description. The job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason, as per terms and conditions of your employment contract.
We are an equal opportunity employer with a commitment to diversity. All individuals, regardless of personal characteristics, are encouraged to apply. All qualified applicants will receive consideration for employment without regard to age, race, color, national origin, ancestry, sex, sexual orientation, gender, gender identity, gender expression, marital status, pregnancy, religion, physical or mental disability, military or veteran status, genetic information, or any other status protected by applicable state or local law.

Skills Required