Specialist II, Quality Assurance - Part Time

Class Description

The purpose of this position is to ensure call and intake services provide quality service through monitoring and evaluation of call and intake interactions.

Minimum Requirements

High School diploma /GED, and three (3) years of Call Center, customer service or quality assurance experience required. Associate degree and experience in higher education preferred.

Class Specific Essential Duties

1. Performs call monitoring and evaluation.
2. Provides trend data to Quality Assurance leadership.
3. Uses quality monitoring data management system to compile and track performance at team and individual levels.
4. Performs monitoring of Call Center messages to student email responses.
5. Assists with knowledge base management.
6. Greet and assist students from the lobby kiosk
7. Maintain kiosk and surrounding area.
8. Essential Job Duties are intended to be examples of duties and are not intended to be all-inclusive. There will be other duties as assigned.

CCBC Part Time Benefits At A Glance

BENEFIT SUMMARY
Supplemental (Retirement Annuities) 403(b) and 457(b)

• Tax-sheltered annuities – 403(b). Payroll salary reduction authorization is needed. The form is available on SharePoint Forms/Human Resources Forms.
  The 403(b) supplemental retirement plan is available to all CCBC employees (Adjunct Faculty, Part Time Associates and Full Time employees).
• Roth 403(b) is a savings feature that is available when you open a 403(b) account. The Roth 403(b) savings feature allows employees to contribute after-tax dollars and then withdraw tax-free dollars from their account upon retirement. The Roth 403(b) savings feature is only offered by the following vendors: TIAA-CREF and VOYA Financial Advisors, Inc. Adjunct Faculty, Part Time Associates and Full Time employees are eligible to save for retirement using the Roth 403(b) savings feature. Employees may contribute traditional pre-tax 403(b) dollars and Roth 403(b) post-tax dollars simultaneously. The savings limits are combined for the Traditional 403(b) and the Roth 403(b) contributions.
• Deferred Compensation Plan — 457(b) offered through VOYA Financial Advisors, Inc. The 457(b) salary reduction authorization form is needed. The form is available on SharePoint Forms/Human Resources Forms.

Parking
Free. Must obtain a parking permit from the Department of Public Safety to use on all campuses.

Sick and Safe Leave
CCBC is pleased to offer paid sick and safe leave for part-time employees. Paid sick and safe leave is earned by all part-time employees including credit and non-credit adjunct faculty, part-time associates and other part-time employees.