Aurora, Colorado

What You Will Do

This positionrequires the effective review and analysis of team member’s soft skills andadherence to Policy and Procedures. The review of random audio conversationsand MasterMind account history details is required. Partner with the trainingdepartment to drive calibration. The successful applicant needs to be able towork alone with minimal supervision and be self-motivated. The successfulapplicant needs to be able to work minimal shift work. Responsible for ensuring continuous improvementin the quality of internal and external customer interaction and drive a LowEffort Customer Experience.

How You Will Do It
  • Listen to a minimum of 4.5 customer interactions per hour and evaluate those using electronic forms.
  • Partner with Training to introduce the Quality Assurance program to new hire classes.
  • Use both written and verbal means of communication for coaching to Associates and Team Managers.
  • Create strategies for Associates performance improvement.
  • Other duties as assigned.


What We Look For
Education: High school or equivalent
Experience: Minimum of 1 years’ experience within Johnson Controls needs to have EDO and 6 months of CSG or equivalent call center experience or previous QA experience.
Skills:
  • Performance review of 90% or higher in the last 3 months with regards to Quality Assurance.
  • Working knowledge of Microsoft Excel and Word.
  • Strong verbal and written communication skills.
  • Strong knowledge of Mastermind and Johnson Controls Policy and Procedure/Culture.
  • Excellent attention to detail and strong work ethic.
  • Bilingual Required - must be fluent in Spanish and English


Aurora, Colorado

A GLOBAL LEADER

Johnson Controls -

The future is being built today, and Johnson Controls is making that future more productive, more secure and more sustainable. We create intelligent buildings, efficient energy solutions, integrated infrastructure and next generation transportation systems that work seamlessly together to deliver on the promise of smart cities and communities. At its core, that promise is about delivering innovation that make people’s lives – and the world – better.

Johnson Controls is a global diversified technology and multi industrial leader serving a wide range of customers in more than 150 countries. Our commitment to sustainability dates back to our roots in 1885, with the invention of the first electric room thermostat. We are committed to helping our customers win and creating greater value for all of our stakeholders through strategic focus on our buildings and energy growth platforms.

Explore our site to learn how our innovative solutions are driving the future of urban efficiency.

Similar jobs