Customer Service Quality Assurance Agent

Description Pay: $17.00 per hour Job Summary: As a Customer Service Quality Assurance Agent placed by Paper Alternative Solutions Inc., you will be responsible for quality checking prerecorded customer service calls. The calls are received from employers, third parties, custodial parents, noncustodial parents, and out of state case workers. The position is an in-office position that could turn into a work from home position if performance requirements are met. The position may require call handling during peak volumes. Qualifications: Excellent communication skills to work with management on meeting contractual required numbers as well as providing feedback to CSR via a web system for errors. Analytical skills to rapidly review and interpret data. Excellent keyboarding skills with PC and windows operation system. Work Schedules: This is an in office position Monday – Friday: 8:00 AM – 4:30 PM Occasional overtime may be required Saturday shifts may be required based on business needs Company Description: Paper Alternative Solutions Inc. is a woman-owned business process outsourcing and staffing company headquartered in Endicott, New York. Since 2011, we have partnered with government agencies, prime contractors, and private organizations to provide highly qualified professionals and operational support for large-scale programs and contracts. In addition to staffing services, we deliver document management, imaging, workflow automation, and business process solutions that help organizations operate more efficiently and securely. Requirements Duties: · Review prerecorded customer service calls · Provide feedback to CSR personnel via a web system so they understand and correct mistakes · Handling live calls during peak volumes, as needed Skills: · Strong attention to detail and accuracy · Ability to identify discrepancies and errors efficiently · Clear communication and coaching ability · Basic computer proficiency and ability to navigate internal systems · Ability to multitask and manage workflow