492 Quality Assurance Program Manager jobs in Jacksonville,FL

Minimum of 2 years of customer service experience, preferably in a call center, banking, financial services, or high-volume customer support environment
Strong computer literacy with proficiency in Microsoft Outlook, Word, and PowerPoint and the ability to navigate multiple applications while documenting client interactions
Excellent verbal and written communication skills, strong grammar, and the ability to communicate effectively with customers, peers, and management
Ability to work successfully in a fast-paced, high-call-volume environment while maintaining professionalism and delivering quality customer service
Proven conflict resolution and de-escalation skills with the ability to handle difficult customer situations respectfully and professionally
Ability to handle confidential information responsibly and maintain strict adherence to company policies and procedures
Positive attitude with a willingness to accept coaching and continuous performance feedback
Self-motivated, ambitious, dependable, and able to work effectively in a team-oriented environment
Must follow attendance guidelines, including proper call-out procedures and communication with supervisors and vendors
Punctuality is critical; employees are allotted 16 hours of occurrence time within the first 90 days
Cell phone usage is restricted and will be discussed by management during onboarding
Must be comfortable working in a virtual setting while onsite during training
Training duration ranges from 5-7 weeks
On-the-job training (OJT) provided by certified mentors and subject matter experts
Associates can expect to handle approximately 40-60 customer calls per day once fully trained