Customer Care QA Specialist III: Yahoo! Inc

Job ID 14323
Company Name Yahoo! Inc
Job Category Internet/New Media; Customer Service
Location Hillsboro, OR
Position Type Full-Time, Employee
Experience 2-5 Years Experience
Date Posted April 12, 2008

View Yahoo! Inc profile and job listings


Customer Care QA Specialist III

Description
The Internet is a big, busy place, and we at Yahoo! are proud to stand out in the crowd. As the world's number one Internet brand, servicing over a half billion people, we're determined to maintain our commitment to delivering news, entertainment, information and fun... each and every day.

In order to maintain our position as one of the world's most trafficked Internet destinations, we're always on the lookout for people with big ideas and big talent to help us provide our visitors with the innovative products and services they've come to expect from Yahoo!. We're looking for people like you.

How Big Can You Think?

JOB DESCRIPTION

Position Title: Quality Specialist
Department: Customer Care
Reports To: Quality Manager

Position Summary:

The Quality Specialist is a key liaison within the Customer Care Quality organization for specific products or properties for Yahoo! Business Managers, Account Managers, Agent Team Leads, international Customer Care, and Operations teams (both internal and vendors). The position is focused on driving both strategic and tactical quality programs and initiatives within Customer Care that deal with specific products and properties. Quality Specialists work with their peers, the Quality Manager, Quality Analyst and the Business / Account Management team to implement quality programs, manage quality documentation, and manage relationships with the outsource partners Quality team. The Quality Specialist is also responsible for identifying gaps, trends, and areas of improvement in the customer experience through evaluating customer contacts and Agent responses against Yahoo! standards, as well as to drive quality action plans to continually meet and exceed customer expectations and ensure world-class support.

Roles and Responsibilities:

• Monitor and evaluate e-mail, phone and chat transactions against Yahoo! standards to identify areas of opportunity and success
• Fully document findings in a constructive manner to help drive Agent and overall improvement
• Perform Root Cause Analysis as needed
• Create and drive Quality Action Plans as needed
• Work with peers, Quality Manager, Quality Analyst, Account Management, Team Leads, Operations and vendor partners to drive and implement steps for process improvements from a quality perspective
• Proactively provide Account Management and Training with agent feedback to close gaps within Yahoo!'s training documentation
• Build relationships with outsource partners via monitoring & evaluating contacts, participating in call, chat and email calibration sessions, and assisting in the development of job aids
• Assist Trainers in the development of training material and Help content for assigned business units as needed
• Willingness to present Quality results and initiatives in Quarterly Business Reviews as needed
• Willingness and ability to take on other duties or projects, as assigned

Qualifications and Skills:
• Must demonstrate effective oral and written communication skills and the ability to work cooperatively and collaboratively with internal Customer Care and outsource vendor teams.
• Demonstrate excellent customer service and interpersonal skills
• Strong working knowledge of Microsoft Word, Excel and PowerPoint
• 3+ years customer support/call center experience
• Proven ability to work independently in a fast-paced environment
• Demonstrated history of being well-organized and the ability to multi-task and prioritize work
• Demonstrated ability to effectively and collaboratively work within a team environment
• Proved track record of working in a self-directed manner towards achieving Key Performance Indicators
• Project Management experience preferred
• Strong Analytical and problem solving skills
• Six Sigma, Total Quality Management experience or the equivalent preferred
• BS/BA Degree or equivalent experience required

Yahoo! Inc. is an equal opportunity employer. For more information or to search all of our openings, please visit http://careers.yahoo.com.