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Carter's/OshKosh Seasonal CC Quality Monitoring Coord in Atlanta, Georgia

Job Descriptions:

Carter’s, Inc. is the largest branded marketer in North America of apparel exclusively for babies and young children. The Company owns the Carter’s and OshKosh B’gosh brands, two of the most recognized brands in the marketplace. These brands are sold in leading department stores, national chains, and specialty retailers domestically and internationally. They are also sold through more than 1,000 Company-operated stores in the United States, Canada, and Mexico and online at www.carters.com, www.oshkosh.com, www.cartersoshkosh.ca, and www.carters.com.mx. The Company’s Child of Mine brand is available at Walmart, its Just One You brand is available at Target, and its Simple Joys brand is available on Amazon. The Company also owns Skip Hop, a global lifestyle brand for families with young children. Carter’s is headquartered in Atlanta, Georgia. Additional information may be found at www.carters.com.

Baby Clothing, Kids Clothes, Toddler Clothes Carter's

Shop for baby clothing, baby necessities and essentials at Carters.com, the most trusted name in baby, kids, and toddler clothing. Shop our selection of cute baby & kids clothing.

ESSENTIAL JOB FUNCTIONS (TASKS, DUTIES AND RESPONSIBILITIES MOST IMPORTANT FOR THE JOB)

• Perform ongoing live and recorded quality monitoring and communicate Quality monitoring

results to Call Center Supervisors

• Track quality results and gather data to measure consistency and effectiveness of training

materials and sessions and communicate to leadership

• Identify and train on key competencies observed through quality monitoring to drive customer

satisfaction by working with direct agents and supervisors

• Partner with Quality and Training Supervisor in facilitating calibrations for the Call Center

• Partner with Training Coordinator and Quality and Training Supervisor to communicate and

identify training needs as determined through quality monitoring

• Partner with third party vendors to ensure consistent delivery of service across site locations

and shifts

SECONDARY FUNCTIONS (IF APPLICABLE - ANY DUTIES NOT CONSIDERED ESSENTIAL)

• Assist with training initiatives and delivery of training materials

• Suggest Contact Center process improvements and participate in Contact Center initiatives

for increased effectiveness

• Quality Monitoring effectiveness reporting

• Handle customer calls as assigned due to business needs and volume

• Other miscellaneous duties assigned

KNOWLEDGE, SKILL AND ABILITY REQUIREMENTS (MINIMUM COMPENTENCIES REQUIRED FOR JOB)

• Communication, problem solving, and analytic skills

• Preferred experience working in a call center environment and/or customer service

experience

• Must be able to multi-task and prioritize as required. Ability to handle multiple projects/tasks at

a time

• Must have excellent Excel, Word and Power Point skills, including report formatting and

presentation

• Strong written and oral communication skills; must be a self-starter and fast learner with the

ability to work equally well independently and as part of a team

• Own open issues and will work closely with escalation partners to identify, document and

monitor any and all exceptions. Improve or recommend new processes as needed

• Ability to collaborate cross functionally within call center, vendor partners, and across business

locations

PRIOR WORK EXPERIENCE AND EDUCATION REQUIREMENTS

• HS Diploma or GED required, associates or bachelor’s degree preferred

• 2-3+ years of training and quality experience in a call center / customer service environment

• eCommerce or Retail experience preferred PHYSICAL AND WORK DEMANDS

• Ability to work in a highly structured environment

• Ability to work in a competitive performance driven environment

• Ability to handle repetitiveness of contacts from internal and external customers

• Frequent speaking, listening using a headset, sitting, use of hands/fingers across keyboard or mouse, long periods working at a computer

• Holiday work schedule as defined by Management and business needs/volume

• Comply with blackout periods as determined by Management

• This position is a temporary seasonal assignment to support Peak season and not a permanent role/promotion.

Carters is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, genetics, disability, age, veteran status, or any other status protected by federal, state, or local law.

Required Experience:

Keyword:

From: Carters, Inc

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