Service Assurance Center Specialist Job at Allied Universal® (White Plains)

Service Assurance Center Accounts Specialist

Allied Universal’s SAC operates 24 hours per day, 365 days per year, and is a cr...

Location

United States , White Plains

Salary:

22.00 USD / Hour

Allied Universal®

Expiration Date

Until further notice

Requirements

High School diploma or equivalent
Minimum of one (1) year of prior customer service experience
Ability to navigate a web-based system and type while assisting callers
Experience working in a team environment as well as independently
Ability to multi-task in a fast-paced environment, while showcasing strong attention-to-detail
Strong verbal and written communication skills with an emphasis on providing excellent customer service over the phone
Highly motivated self-starter

Job Responsibility

Monitor and adjust schedules in real time by identifying unscheduled or missed shifts, ensuring site management is notified, and updating records to reflect actual service hours
Create and maintain accurate attendance exception records, collaborating with local branches and clients to resolve scheduling issues promptly
Monitor and respond to safety check calls and emergency situations by contacting appropriate personnel and documenting with incident reports
Train/retrain officers on call-in procedures
Provide feedback to account managers, by way of notes or e-mails, on anything that needs to be corrected with their accounts, employees, or site schedules
Use the Guard Management Platform (GMP) to ensure requests are replied to and closed out properly for proper invoicing
Receive calls from Allied Universal employees and transfer calls to appropriate personnel
Create and distribute after-action reports directly to the client

What we offer

Medical, dental, vision, basic life, AD&D, retirement plan and disability insurance
Eight paid holidays annually, five sick days, and four personal days
Vacation time offered at an accrual rate of 3.08 hours biweekly. Unused vacation is only paid out where required by law.

Fulltime

Quality Assurance Specialist for Contact Centre

We are looking for our next QA specialist for Contact Centre, main activities in...

Location

Mexico , Ciudad de México

Salary:

Not provided

IKEA

Expiration Date

Until further notice

Requirements

Experience on Contact Centre: Quality Assurance supervisor or similar
1-3+ years of experience in a Contact Center environment, preferably in a Quality Assurance (QA) or Coaching role
Demonstrable prior experience monitoring and evaluating customer interactions (calls, emails, chat)
Experience conducting calibration sessions with leadership and training teams is highly desirable
Exceptional Attention to Detail: Must be meticulous in evaluating interactions against complex criteria
Strong Analytical and Critical Thinking Skills: The ability to be objective and data-driven in assessments
Outstanding Communication Skills (Written and Verbal): Essential for delivering clear, constructive, and professional feedback to agents and creating comprehensive reports for management
Coaching and Interpersonal Skills: The capacity to deliver feedback empathetically and motivate agents to improve their performance
Time Management and Organization: Ability to manage a high volume of monitoring tasks and meet deadlines
Problem-Solving: Proactive approach to identifying and proposing solutions for quality or process gaps

Job Responsibility

Monitor and evaluate agent-customer interactions (calls, emails, chat, etc.) to assess adherence to quality standards, policies, and procedures
Conduct call monitoring and scoring using established quality scorecards and evaluation criteria
Provide constructive and actionable feedback to contact center agents based on evaluation findings to drive performance improvement
Participate in calibration sessions with team leaders and trainers to ensure consistency and objectivity in the evaluation process
Analyze quality metrics (e.g., quality scores, Customer Satisfaction (CSAT), First Contact Resolution (FCR)) to identify trends, root causes of issues, and areas for improvement
Prepare comprehensive quality reports and performance analyses for management and relevant stakeholders
Collaborate with the Training and Coaching teams to develop and recommend targeted training programs based on identified skill and knowledge gaps
Assist in the development and maintenance of quality assurance standards, scorecards, and process documentation (SOPs)
Ensure agents comply with regulatory requirements and company policies related to customer interactions and data privacy
Identify and report systemic operational or process issues that impact customer experience or agent performance

Fulltime

Center Quality Specialist

Essential Job Responsibilities and Duties and Qualifications

Location

United States , Fort Pierce

Salary:

Not provided

Assessfirst

Expiration Date

Until further notice

Requirements

High school diploma, GED or equivalent required
Associates degree preferred or a minimum of (3) three to (6) six months quality or plasma industry experience required
Strong verbal and written communication skills
Must have above average problem-solving and decision-making abilities
Proficiency with computers
Must have explicit attention to detail
Must have excellent analytical skills, organization skills, and follow-up
Ability to read and interpret documents such as safety rules, operating and maintenance instruction, and procedure and technical manuals
Ability to interpret a wide variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables
Use hands to handle or feel objects, tools, or controls

Job Responsibility

Perform donor record file review
Perform equipment quality control review - daily, weekly, monthly, semi-annual and annual
Review medical reports and communication
Perform reviews of equipment incidents
Verification and release of sample shipment
Responsible for the inspection and release of incoming supplies
Initiate deviation reports as needed
Perform Weekly employee observations
Assist the Manager of Quality Assurance with compliance of all state and federal regulations, FDA-approved Standard Operating Procedure Manual, Clinical Laboratory Improvement Amendments (CLIA), Current Good Manufacturing Practice (cGMP), Occupational Safety and Health Administration (OSHA), and internal company procedures
Reviews the documentation of unsuitable test results and the disposition of the associated units

Fulltime

Call Center Knowledge Management Specialist

In this unique role, you will be collaborating with many partners within the bus...

Location

United States , Baltimore

Salary:

56778.00 - 82328.25 USD / Year

IKEA

Expiration Date

Until further notice

Requirements

Minimum of High School diploma, GED, or equivalent education
Minimum 3 years of experience working with communication
Minimum 2 years in Learning & Development platform/software implementation and utilization
Experience presenting and leading in front of local management and global partners
Strong consultation and communication skills, especially in written and verbal presentation
Strong stakeholder management skills
Experience working in a call center in a role that disseminates information internally to ensure all members of the team have accurate information
Worked with customers to understand their information in connection to omnichannel shopping experiences
Ability to write information in a customer-facing way
Passionate about understanding customer behavior and needs, and designing a unique remote experience that exceeds customer expectations

Job Responsibility

Ensure local translation of knowledge content, assuring cultural relevance, in order to secure accessible knowledge for customers and co-workers
Maximize potential and quality of natural language self-serve tools (i.e. Chatbot) to improve effectiveness and quality of service delivered
Provide the country Call Center team with internal specific communications, e.g. newsletters, local business plan, in order to ensure involvement and engagement among local co-workers
Identify the learning needs for co-workers, together with Quality Specialists, in order to enable continuous learning and development
Ensure, in collaboration with People & Culture, and Resolutions and Sales Specialists, local learning design as well as planning and coordinating learning deliveries, in order to enable qualitative and efficient trainings
Ensure collaboration with group Customer Knowledge Specialists and country Leadership & Competence to secure that local knowledge base is relevant
Review knowledge additions from Sales/Resolutions Specialists in order to secure knowledge standards are followed, leveraging and rewording relevant inputs for use in customer-facing knowledge sources

What we offer

Generous paid time off, holiday and sick time
WiselyPay – get earned wages up to two days early
Paid parental leave (up to 16 weeks)
KinderCare tuition discount
Retirement and bonus plans
Co-worker discount, meal deal, and referral bonus
Pet insurance program
Education assistance and learning programs
Safety shoe reimbursement
24/7 telehealth visits

Fulltime

Customer Care Centre Specialist

Customer Care Centre Specialist (Quality Assurance) role focused on maintaining ...

Location

Mexico , Ciudad de México

Salary:

Not provided

IKEA

Expiration Date

Until further notice

Requirements

Passionate about customers and act to ensure a positive shopping experience
Passionate about growing and developing business
Always strive for excellence and high performance
Passionate about home furnishing, people's life at home and the IKEA range of products and services
Experience on Contact Centre: Quality Assurance supervisor or similar
Supporting and cooperating
Interacting and presenting
Analysing and Interpreting
Adapting and Coping

Job Responsibility

Ensure customers receive a consistent level of service by focusing on measuring and maintaining quality through a quality framework
Act as the Voice of the Customer by collecting and collating feedback, developing reports and providing insights and analysis
Update information for accuracy and relevancy on self-serve tools and websites
Work with business departments to understand business plan and long-term development needs
Support internal communications to align with IKEA's culture and values
Process and file all administrative documentation accurately and timely

Fulltime

Trainer & Quality Specialist

We are currently looking for a talented Trainer & Quality Specialist to join our...

Location

Greece , Paianias

Salary:

Not provided

Metlen Group

Expiration Date

Until further notice

Requirements

Bachelor’s degree in Education or related fields
1+ years of experience in training, quality assurance, telesales team leadership, or a similar role in a B2C call center environment
Proficiency in MS Office
Experience in reporting
Certifications in training or quality management are a plus
Familiarity with CRM systems and evaluation tools
Strong understanding of training methodologies and quality assurance processes
Excellent presentation and communication skills
Detail-oriented with strong organizational and multitasking abilities
Strong interpersonal skills and the ability to work collaboratively with various teams

Job Responsibility

Performing quality assurance processes to monitor and evaluate employee performance
Providing on-the-job training through call evaluations (B2C) to foster continuous performance improvement and enhance service quality
Giving constructive feedback to employees derived from quality assessments and observations
Identifying opportunities to enhance training materials, processes, and methodologies based on feedback and industry best practices
Collaborating with teams to maintain accurate records of training activities, performance evaluations, and improvement plans
Generating reports to communicate training and quality metrics to the team’s management
Implementing improvements and adjustments based on feedback and evaluation outcomes
Identifying skills gaps and recommending training solutions to enhance employee skills and capabilities

What we offer

Competitive remuneration package
Ticket Restaurant
Preferential household electricity plan
Group Health Insurance program
Pension Plan

Fulltime

Health Safety Environmental Engineer, Service Centers

As part of the Valmet Health, Safety and Environment (HSE) team, this is a new r...

Location

United States , Lithia Springs, GA

Salary:

Not provided

Valmet Inc.

Expiration Date

Until further notice

Requirements

Secondary degree in safety, environmental, or other relevant field preferred
Minimum 5 years’ experience working in/with HSE in a similar environment
Experience of driving continuous improvement activities
Knowledge of ISO 14001 and ISO 45001 management system standards and certifications
Proficiency with local, state and federal safety/environmental regulations
Ability to travel up to 50% to other Valmet facilities and customer sites

Job Responsibility

Manage and deliver the effective and efficient provision of standardized HSE services and functional support to all Valmet operations in the Service Centers
Support and develop effective local HSE management and strong safety culture to support business objectives, including fulfilment of legal, customer and Group requirements, for all operations in the Service Centers
Drive manager and supervisor ownership and leadership of the system and culture
Drive employee participation in the North American and Local safety culture
Act as the local HSE specialist for delivering HSE services and functional support to all Valmet operations in the Service Centers
Coordinate and implement the Global/Area HSE processes and develop additional needed location specific HSE procedures
Manage internal and external HSE issues in the location and communicate with relevant stakeholders
Assure the quality of the internally and externally shared local HSE-related documentation
Identify HSE risks and opportunities and propose and communicate solutions to the stakeholders in the location
Plan and implement Location Annual HSE improvement plan for must-win initiative E4 Continue to HSE improvement in line with Global & Area HSE Strategy, targets and initiatives

What we offer

Company-funded registered pension plan

Fulltime

QA Specialist

The Quality Assurance Specialist is responsible for ensuring the highest level o...

Location

Salary:

Not provided

5CA

Expiration Date

Until further notice

Requirements

Bachelor's degree in a relevant field (e.g., Quality Management, Engineering, or a related discipline)
Minimum 1 year of experience as a Quality Assurance specialist or a similar role in the customer service/call center industries
English language at least at an advanced level (C1/C2)
Knowledge of quality assurance platforms (e.g Zendesk QA, Playvox, Scorebuddy, Maestro)
Knowledge of quality assurance systems, methodologies, and tools would be a plus
Familiarity with regulatory requirements and industry standards would be a plus
Ability to leverage AI and automation tools to improve QA processes, boost efficiency, and deliver more precise insights would be considered a plus
COPC certification would be a strong plus
A minimum internet speed of 15 Mb/s download and 15 Mb/s upload with Latency <120 ms, internationally
A minimum of 8 GB RAM

Job Responsibility

Identify areas for improvement in customer service/support processes and procedures and make recommendations to management for changes
Develop and implement quality assurance programs and initiatives to enhance the customer experience and ensure customer satisfaction
Conduct regular audits of customer service/support interactions evaluations and provide feedback to evaluators and team members to improve their performance
Analyze customer feedback and identify trends and patterns to develop solutions to common issues and challenges
Work closely with the customer service/support team, management, and other stakeholders to implement best practices and improve customer service processes and procedures
Develop and maintain quality assurance reports and metrics to track performance and identify areas for improvement
Collaborate with other departments to ensure consistency in customer service/support practices and procedures
Participate in training and development initiatives to ensure that team members have the skills and knowledge necessary to provide high-quality customer service
Monitor and evaluate customer service interactions (including phone calls, emails, and chats) for some clients or when required, to ensure that quality standards are met
Exhibit a proactive mindset focused on innovation and continuous improvement, actively pursuing creative and strategic solutions to elevate QA practices and streamline processes, while maintaining curiosity and engagement with new tools, techniques, and industry trends

What we offer

A position at a fast-paced international company with ambitious gaming, e-commerce, and tech clients
A diverse and inclusive culture with people from 80+ countries, speaking 25+ languages
Innovative digital tools, and continuous opportunities for learning and development
Access to Udemy Business for learning and development
Fun employee engagement activities and participation in 5CA employee-lead communities such as 5CA Connect, Pride, 5CA Gamers, Women of 5CA

Fulltime

Service Assurance Center Specialist

Allied Universal®

Location:
United States , White Plains

Category:
Call Center

Contract Type:
Not provided

Salary:

Job Description:

Job Responsibility:

Requirements:

Nice to have:

Additional Information:

Job Posted:
March 20, 2026

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Service Assurance Center Accounts Specialist