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Camping World Quality Assurance Agent in Englewood, Colorado

Since 1966 Good Sam has delivered big savings and dependable services for millions of RVers. Today, as the world's largest organization of RV owners, the Good Sam Club's over 2 million members enjoy Good Sam Park savings as well as countless discounts and other perks. Our goal is to ensure RVers enjoy their time on the road and focus on the fun!

Good Sam has you covered with Roadside Assistance, extended warranty plans, RV and auto insurance, life and health insurance and travel assistance programs. There's a lot to offer our members, but the fun doesn't stop there. We offer a lot to our associates too! Given the expansive range of skill-sets needed to manage a business like ours, there's an opportunity waiting for many. Come and see what else Good Sam has to offer.

The Quality Assurance Agent role is focused on completing the daily functions required to support the Quality Assurance function of the Contact Center by completing the list of job duties provided below or as assigned.

Essential Job Functions:

  • Participates in design of call/e-mail monitoring formats and quality standards.

  • Participates in pro-active analysis of memberships, products and/or patterns.

  • Uses quality monitoring data management system to compile and track performance at team and individual level.

  • Participates in customer and client listening programs to identify customer needs and expectations.

  • Provides actionable data to various internal support groups as needed.

  • Coordinates and facilitates call calibration sessions for call center staff on Supervisor request.

  • Provides feedback to call center team leaders, supervisors, managers and directors as needed.

  • Assists in preparation and analysis of internal and external quality reports for management staff review on a Monthly basis (Internal = Call Center Management; External = Good Sam Member Service Clients)

  • Implement Monthly: Agent/Supervisor/Enterprise Scorecard

Essential Job Skills:

  • Three years of call center customer care experience, preferably in a membership/client environment.

  • At least one year call monitoring experience.

  • Excellent oral, written and interpersonal communication skills.

  • Exceptional listening and analytical skills.

  • Intermediate level of knowledge/expertise of PC software (Word and Excel).

  • Strong knowledge of customer care processes and techniques, both inbound and outbound. Phone educate, soft skills, call protocol essential.

  • Demonstrated ability to work well in a team environment.

  • Dedication to providing exceptional customer service.

  • Product and system knowledge major plus!

We are an equal employment opportunity employer. The Company's policy is not to discriminate against any applicant or employee based on race, color, sex, sexual orientation, gender identity, religion, national origin, age (40 and over), disability, military status, genetic information or any other basis protected by applicable federal, state, or local laws.

Equal Opportunity Employer Minority/Female/Disability/Veteran

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