OpenTable Call Center Quality Assurance Specialist

OpenTable is looking to grow our Quality Excellence department and we are looking for great Quality Specialists who have a passion for exceptional customer service! This is a very exciting opportunity to partner with various departments to make our customer's experience easier and better. This is both a tremendous honor and an important responsibility for those who accept the challenge. If you are looking to make a valuable difference for our business, our diners, our restaurants, and our people, then you have come to the right place! This is an in office role out of our new contact center in Denver, Co. Remote capabilities are allowed for previous experience with OpenTable Support. 

Responsibilities / Key Functions:

• Observe calls, using real-time and recorded calls and email interactions. Provide evaluations of each interaction to ensure our customers are receiving the best experience.
• Collaborate with and mentor our Customer Support Agents, Supervisors, Managers, and fellow team members by sharing your amazing knowledge and expertise.
• Use your forward thinking attitude and mindset to make suggestions for process, procedure, and behavioral improvements to continuously enhance the customer experience.
• Analyze trending reports, make recommendations, and help implement modifications to ensure continuous quality improvement.
• Stay up-to-date to be seen as the subject matter expert on all skill sets within Customer Support.
• Participate and contribute in weekly QAX meetings and calibrations, with a positive attitude and high energy.
• Support and help facilitate changes to policies, training materials, and other documents for internal knowledge base.
• Review new training material with agents to ensure they fully understand the Quality Excellence process.
• Quickly investigates any negative customer surveys/feedback regarding the Customer Support team to verify findings and escalate appropriately.
• Collaborate with agents to answer any questions and feedback on the Quality Excellence process and make suggestions to the team accordingly.
• Jump in and help out. This is a "roll up your sleeves" position and you will have the opportunity to learn and live a growth attitude.
• Build relationships with the agents, supervisors, and managers by driving a transparent culture.
• Appropriately document all transactions and pertinent interactions with agents.
• Perform other duties as assigned by team management.

Qualifications / Skills

Experience

• 2+ years' experience in a customer service call center

Knowledge & Computer Skills

• Must be proficient with Microsoft programs such as Word, Excel, and Outlook
• Ability to use a desktop computer system and have excellent typing skills
• Familiarity with Windows Operating Systems, Salesforce and online meeting/collaboration tools
• Demonstrates an ability to quickly learn and understand user interfaces of multiple websites
• Demonstrates an ability to quickly navigate between multiple websites in order to QA and track agent interactions

Communication Skills

• Must possess excellent and professional written and verbal communication skills
• Excellent documentation skills
• Good comprehension skills-- ability to clearly understand and state the issues present
• Ability to concentrate – follow issue without distraction to resolution
• Good composition skills-- ability to compose a grammatically correct, concise, and accurate written response
• Exudes a positive energy and is an ambassador of change
• Work successfully in a team environment as well as independently

 Customer Focus

• Excellent customer service skills, including maintaining focus on the customer issue amidst a bustling, fast-paced environment.
• Ability to empathize with and prioritize customer needs
• Demonstrable conflict resolution, negotiating, and de-escalation skills
• Ability to determine customer needs and provide appropriate solutions

 
Problem Solving Skills

• Must be a resourceful and creative problem solver, using good judgment and logic to determine issue resolution
• Demonstrable ability to research complex issues using multiple systems
• Effective problem solving skills including decision making, time management & immediate prioritization of tasks as assigned
• Ability to quickly learn new Operational processes with an eye towards continuous revision for more efficiency
• Action oriented and self disciplined
• Extremely organized and detail oriented

Work Habits

• Must be able to work overtime, as needed
• Come prepared to work in a highly collaborative and transparent team environment
• We're all in this together to help drive exceptional customer service and we need you to be here, be reliable, and be ready to work
• Take ownership of your responsibilities and drive your success