Thompson Creek Window Company

  • Quality Assurance Analyst

    Job Locations US-MD-Lanham
    Posted Date 3 months ago(3 months ago)
    Job ID
    2018-1280
    # of Openings
    2
    Category
    Marketing
  • Overview

    Build your career, design a future at Thompson Creek Window Company. We are the premier home improvement replacement products company serving the Mid-­Atlantic region for more than 30 years. We’re proud of our history, and proud to help our communities improve the comfort and conditions of their homes. 

     

    We are looking for a Quality Assurance Specialist to join our Contact Center team.  As the Quality Assurance Specialist, you will assess the quality and performance of the Marketing Call Center. You will monitor inbound and outbound calls, “chat” conversations, email responses, and other forms of communication to assess employee’s demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures.

    Responsibilities

    WHAT YOU’LL DO:

     

    • Monitor call, “chat”, and email, providing feedback to appropriate manager.
    • Track performance using quality-monitoring scorecards.
    • Participate in customer listening programs to identify customer needs and expectations.
    • Provide actionable data related to call center quality and performance to various internal support groups.
    • Coordinate and facilitate call calibration sessions.
    • Prepare and analyze internal and external quality reports for management staff review.
    • Train new employees for the call center
    • Conduct staff training, 3-on-1 training and provide staff assessments to call center managers.

     

    Qualifications

    WHAT WE’RE LOOKING FOR:

    • High School Diploma or GED and 1 year of call center experience; any equivalent combination of education and experience
    • Skill with digital analytics tools
    • Proficiency with Microsoft Office

     

    Thompson Creek offers a generous benefits package including:

    • Medical Plan with HSA
    • Prescription Drug Plan
    • Dental Plan
    • 401k with Immediately Vested Company Match
    • Educational Assistance
    • Company-paid holidays
    • Paid Time Off
    • Additional Voluntary Benefits
    • On the job training and professional development

     

     

    About Thompson Creek

     

    Thompson Creek Window Company is a privately owned and family-operated manufacturer and installer of energy-efficient home improvement replacement products. Founded in 1980, Thompson Creek began as a manufacturer of energy-efficient, maintenance-free vinyl windows. Since that time, Thompson Creek has evolved into one of the leading specialty home improvement contracting companies in the nation. The company’s product mix includes replacement windows and doors, vinyl siding and a clog-free gutter system. Thompson Creek is headquartered in Lanham, MD with a state-of-the-art 120,000 square foot manufacturing facility in Upper Marlboro, MD.

     

    Drug-free Workplace

     

    Thompson Creek Window Company proudly participates in E*Verify

     

     EOE

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