Pencor Construction

QA Engineer

• Check work orders for accuracy as quality control
• Monitor and evaluate customer and agent interactions as quality assurance
• Ensure customer orders and complaints meet brand standards
• Set quality standards for order entry processes and report on accuracy
• Educate agents and provide feedback to agents and supervisors for coaching
• Set quality standards for incoming and outgoing phone calls, chat, and email communications
• Monitor quality standards for Commercial and Level 2 Department customer interactions
• Evaluate greetings, customer engagement, resource usage, product and service education, retention efforts, phone etiquette, empathy, and conversation closing
• Assist with escalated customer situations from the corporate office
• Research and resolve customer issues expeditiously
• Track and brainstorm improvement areas based on escalation lessons learned
• Communicate feedback to agents and leadership through email and one-on-one coaching
• Join leadership meetings to report error and escalation trends and training needs
• Provide monthly reports and individual agent feedback by required deadlines
• Assist with New Hire Onboarding and showcase quality standards
• Assist other Learning & Development departments when needed
• Help the customer care team during emergency states
• Support and follow company tone and brand standards

QA/QC Experience Specialist