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Customer Experience Quality Assurance Specialist

Atlantic Broadband

This is a Contract position in Warsaw, VA posted October 10, 2020.

Company Profile


Atlantic Broadband, a wholly owned subsidiary of Cogeco Cable Inc. and 9th largest cable operator in the United States, melds together the best in media and technology.  We drive innovation to create the world’s best entertainment and online experiences.

Job Summary


In this role, the Customer Experience Quality Assurance Specialist is responsible for assessing the quality of the performance of our Customer Care Representatives.  As a Specialist, you will evaluate customer experience calls, email or chat sessions to determine how well the team member conducted themselves using the established quality and excellence standards.  This individual will assist in developing, creating and implementing call center quality processes and procedures; as well as, making recommendation for enhancements to training materials as needed to enhance the overall Atlantic Broadband customized experience.


Essential Responsibilities


  • Ensure right amount of calibrations and audits are completed based on set standard for interaction type
  • Conduct thorough and accurate audits of agent performance through remote monitoring, call recordings and real-time side-by-side methods
  • Collaborate and provide consultation within and across teams to ensure that quality standards are met and to enforce Quality program guidelines regarding failure to meet quality standards
  • Provide input and status updates regarding Quality processes and results on a regular basis
  • Attend relevant new hire training classes to educate new hires on the Quality process
  • Effectively engage with and reassure members to deliver outstanding customer service, modeling successful behaviors, processes while providing in the game coaching to team members
  • Participates in weekly calibration sessions with Customer Experience Analytics Coach
  • Participates in relevant trainings to stay informed of any operational changes
  • Comfortable with a great deal of autonomy and ambiguity, using independent judgement, and able to continue to complete work and drive results in such an environment
  • Maintain an overall positive and supportive attitude towards leaders, colleagues and key stakeholders
  • Ability to work cross-functional in teams or as an individual
  • Bilingual (English/Spanish) call evaluations

Job Requirements:

Skills – Experience and Requirements

 High emphasis on attendance, and must be able to work evenings, weekends, holidays and overtime as necessary, as well as, able to attend each class of the nine (9)-week training period

 Must be experienced and comfortable working in a fast-paced entrepreneurial environment and agile to change and ambiguity

 Must possess strong analytical skills. Excellent oral and written communication; able to present findings to different staff levels

 Strong facilitation skills, including knowledge of program specific material to training and answer questions regarding products and procedures, as well as, basic knowledge of adult learning needs and strategies

 Experience monitoring calls for customer service quality i.e. quality concepts, terminology and objectives

 Ability to provide targeted and actionable feedback; skilled in managing to metrics and objectives

 eLearning design and development experience preferred, not required

 End-to-end employee life cycle experience

 Ability to self-manage time and prioritize multiple competing projects, while maintaining keen attention to detail

 Solutions oriented; enterprising thinking

 Advanced user Microsoft® Office

 Able to travel, if needed

 Bilingual (English/Spanish) a plus

 Self-motivated with the ability to stay on task and take initiative; must be self-disciplined and able to operate independently but seeks leadership support when necessary

 Technical aptitude to pass our readiness assessment

Education and/or Experience

Associates Degree (AA) from an accredited college or university required, Bachelor’s or above preferred, or equivalent combination of education, training and work experience

3+ year(s) experience in call center operations/customer service expanding to both Work-at-Home and Brick and Mortar environments

2+ year(s) in training and development; Quality Analyst experience preferred

Prior related cable experience is not required, as we provide all of the training needed to be successful.

Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee is frequently required to use hands to finger, handle, or feel and reach with hands and arms. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

 Work from home technical/office requirements:

o  Equipment

●  Computer, monitor and keyboard (sound card, speakers)

●  Up to 32GB

●  Windows 10 operating system (security patches installed and updates performed)

●  Anti-Virus installed

o  Wired Requirements

●  Wired phone and internet connections (no wifi)

o  Distraction-Free Environment

●  Must be able to provide a distraction-free and private workspace