Come be DISRUPTIVE with us! At Milwaukee Tool, our most valued resource is our dedicated team of employees - employees who work with a passion to be the best and an unparalleled pride in their work and in the Milwaukee brand. We know that the only way to sustain growth and success is to value the growth and success of each person within the organization that's why we invest in an individual's growth and development from day one.
The Commercial Qualityassessorplays asupportingrole incall center operations by auditing and evaluating email and phone interactions to ensure compliance with Milwaukee Tool standards. This position is a self-directed, high-functioning member of the Technical Service Team, focused on maintaining quality, driving process improvements, and enhancing the overall customer experience
Duties and Responsibilities
Conductsystematic sampling,auditsand assessmentsof call center interactions (phone andemail) to ensure adherence to company standards and compliance requirements.
Assist in assessing agent performance in alignment with established quality benchmarks and organizational policies
Supportclear, constructive feedback to team leaders and agents to drive performance improvementandincreasedcustomersatisfaction
Prepare and contribute to monthly quality assurance reports for leadership,highlighttrends,and actionable insights.
Research and recommend industry best practices to enhance call center quality and customer experience.
Support collection and analysis of “Voice of Customer” data to identify improvement opportunities.
Collaborate with cross-functional teams to resolve quality-related issues and maintain consistentcommercial qualitystandards
Education andExperience Requirements
High school diploma or equivalent education
Experience in quality assurance, auditing, call monitoring, or customer service evaluation preferred
Ability to deal with confidential material
Abilityto createreports in analytical tools like(Power BI,Excel)
Excellent verbal and written communication, organizational, and interpersonal skills
Milwaukee Tool is an equal opportunity employer.
For over 100 years, Milwaukee Tool has led the industry with innovative solutions that redefine performance, productivity, and safety for the professional trades. Fueled by an unwavering commitment to its users, Milwaukee Tool pioneers breakthrough technologies, products, and services that empower tradespeople to excel in their work and return home safely each day. Milwaukee is dedicated to delivering a steady stream of advanced, trade-specific solutions from its global research, design and development facilities located across southeast Wisconsin.
We enable a fast-paced design environment where our employees experience the challenge and satisfaction of seeing a product evolve from concept to the shelves of our retail and distribution partners and into the hands of our professional users on the jobsite.
At Milwaukee Tool, we recognize your career path is as individual as you are. Whether you are considering joining us early in your career or you have been in the workforce for years, our priority is to help you meet your professional goals. Being part of a fast paced and innovative culture, professional development….WE CREATE EMPOWERED LEADERS
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