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Quality Assurance Specialist in Parsippany-Troy Hills, NJ at Securitas Security Services USA

Date Posted: 2/14/2019

Job Snapshot

Job Description

Job Code: 87093431272

Category: Administrative

JOB SUMMARY:

Conduct quality assurance audits to current Securitas Clients assuring company standards are maintained. Functions as an information source when special and critical quality issues occur. Provides responsive and reliable assistance by exercising good judgment and by using good customer service skills at all times. Takes appropriate action to assure that the Company is providing the best service to its clients.

ESSENTIAL FUNCTIONS

The functions listed describe the business purpose of this job or position.  Specific duties or tasks may vary and be documented separately.  An associate might or might not be required to perform all functions listed. Additional duties may be assigned, and functions may be modified, according to business necessity.

  1. Conduct multiple survey assessments to clients on a daily basis to confirm that Securitas company standards are being maintained using assigned survey tool.
  2. Develops working relationships with the Branch Staff and Managers to ensure quality security services are provided to the client.
  3. Communicate with non-responsive clients discussing feedback needed for annual client surveys.
  4. Distribute weekly analytic reports to assigned Manager detailing survey results.
  5. Follow up with unsatisfactory client surveys to make sure that issues have been resolved.
  6. Assist with special projects as needed. Perform other duties as requested by management.

Job Requirements

Education/Experience: Associate’s Degree in business, sales, or two years of related work experience, or an equivalent combination of education and experience sufficient to perform the essential functions of the job, as determined by the company. 

Competencies (as demonstrated through experience, training, and/or testing):

  • Computer Skills: Computer literate with demonstrated proficiency in office productivity software including word processing, spreadsheet, and presentation applications preferred
  • Communication Skills: Must be able to communicate effectively and possess excellent verbal, written, and interpersonal skills.   
  • Customer Service Skills: Able to maintain a strong and positive customer service orientation. Willingness to support the customer. Communicate direction in a positive and professional manner. Previous call center experience is a plus. 
  • Analytical Skills: Ability to quickly discern issues and apply experience to resolve problems. Be diplomatic in resolving conflicts. Ability to learn new methods resulting from system upgrades
  • Attitude:Possess professional and positive demeanor.Team player and upbeat personality (“Smile in the Voice”). Remain calm under pressure. Take direction and constructive criticism.

Working Conditions and Physical/Mental Demands

With or without reasonable accommodation, requires the physical and mental capacity to perform effectively all essential functions.  In addition to other demands, the demands of the job include:

  • Must undergo and meet company standards for background and reference checks, controlled substance testing, and behavioral selection survey
  • Maintaining composure in dealing with executives, clients, prospects, and staff, in group settings and in situations requiring high performance and results
  • Close vision, distance vision, and ability to adjust focus
  • Regular talking and hearing
  • Wearing of a headset throughout work shift
  • Ability to sit for long periods of time while working on a personal computer
  • Work environment: Cubicle in open floor plan and sit/stand workstation 

EOE M/F/Vet/Disabilities