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Job Details

Quality Assurance Specialist

Company name
The University of Memphis

Salary
40,000- $45,500

Location
Memphis, TN
5 hit(s)  

Profile

Category

Staff (Hourly/Monthly)

Department

ITS Service Desk

Minimum Position Qualifications

Bachelor’s Degree and two years of appropriate experience.

Special Conditions

The department is especially interested in candidates with service desk or call center experience. During the first three months of training the work schedule will be Monday- Friday, 10:00 a.m.- 6:30 p.m.

Work Schedule

Tuesday-Saturday or Sunday-Thursday

10:00 a.m.- 6:30 p.m.

May need to work/travel beyond normal work schedule

Posting Date

05/16/2018

Closing Date

05/29/2018

Open Until Screening Begins

No

Hiring Range

$40,000- $45,500 per year

Full-Time/Part-Time

Full-Time: Benefits Eligible

Working Conditions

While performing the duties of this job, the employee is regularly required to sit; use hands to handle, or feel; and talk or hear. The employee frequently is required to stand, walk, and reach with hands and arms. The employee is occasionally required to stoop, kneel, or crouch. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision.

Additional Working Conditions

Special Instructions to Applicants

All applications must be submitted online at workforum.memphis.edu

Applicants must complete all applicable sections of the online application to be considered for a position. Please upload a cover letter, resume, and reference list after completing your application, if required by the system. Required work experience is based on full time hours. Part time work experience will be prorated as listed.

Candidates who are called for an interview must notify the Department of Human Resources in writing of any reasonable accommodation needed prior to the date of the interview.

Is this posting for UofM employees only?

No

Positions Supervised

None

Knowledge, Skills, and Abilities

Additional Position Information

Job Duties The duties and responsibilities listed are intended to describe the general nature and level of work to be performed in this position and are not to be construed as an exhaustive list of the requirements of this job.

Duties & Responsibilities

Monitors individual, team, and call center results to identify and act on both positive and negative performance trends to ensure attainment of goals and performance targets.

Job Duties The duties and responsibilities listed are intended to describe the general nature and level of work to be performed in this position and are not to be construed as an exhaustive list of the requirements of this job.

Duties & Responsibilities

Addresses and handles challenging customers and problems that require escalation inside or outside of the department.

Job Duties The duties and responsibilities listed are intended to describe the general nature and level of work to be performed in this position and are not to be construed as an exhaustive list of the requirements of this job.

Duties & Responsibilities

Monitors service calls to observe employee demeanor, technical accuracy, and conformity to university policies.

Job Duties The duties and responsibilities listed are intended to describe the general nature and level of work to be performed in this position and are not to be construed as an exhaustive list of the requirements of this job.

Duties & Responsibilities

Monitors productivity and generates reports of 75-100 Technical Assistant staff at the Service Desk.

Job Duties The duties and responsibilities listed are intended to describe the general nature and level of work to be performed in this position and are not to be construed as an exhaustive list of the requirements of this job.

Duties & Responsibilities

Providing timely and constructive feedback on agent performance, and identifying trends in the call center.

Job Duties The duties and responsibilities listed are intended to describe the general nature and level of work to be performed in this position and are not to be construed as an exhaustive list of the requirements of this job.

Duties & Responsibilities

Analyzes data to identify areas for improvement in the quality system.

Job Duties The duties and responsibilities listed are intended to describe the general nature and level of work to be performed in this position and are not to be construed as an exhaustive list of the requirements of this job.

Duties & Responsibilities

Trouble shoots and solves technical problems on both Windows and Mac platforms and University applications.

Job Duties The duties and responsibilities listed are intended to describe the general nature and level of work to be performed in this position and are not to be construed as an exhaustive list of the requirements of this job.

Duties & Responsibilities

Designs and expands training and development programs based on both the organization’s and the individual’s needs.

Job Duties The duties and responsibilities listed are intended to describe the general nature and level of work to be performed in this position and are not to be construed as an exhaustive list of the requirements of this job.

Duties & Responsibilities

Other duties as assigned.

Company Profile
About Apply Now Plan a Visit About the University of Memphis It doesn't take long to see what people love about the University of Memphis. This is a university filled with joy. You can hear it in the roar of Tiger fans at every game. You notice it in the warm smiles you pass on campus. You can feel it when our students get recognized nationally for their successes. And you see it when another UofM discovery happens in our research labs. Located in a quiet residential neighborhood of Memphis, Tennessee, the UofM is a major research institution. What you learn here builds a sense of intellectual engagement that will empower you to make a difference in life and throughout your career. Founded in 1912, we welcome more than 21,000 students to campus every year. Diversity is one of our strengths. Students and faculty come from all over the world to be a part of the UofM experience. With 25 Chairs of Excellence and five state-approved Centers of Excellence, the school is the flagship institution of the Tennessee Board of Regents system.

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