Quality Assurance Coordinator
- Aqueduct (Ozone Park), New York
- Customer Service
- Regular Full Time
Title: Quality Assurance Coordinator
Employee Status: Regular Full Time
Work From Home Option: Hybrid - 2 Days/Week (40% Remote)
FLSA Status: Non-Exempt
Job Overview:
The Quality Assurance Coordinator is responsible for providing the training and development of our customer service team. The role requires a high degree of analytical and problem-solving skills. The Quality Assurance Coordinator must be a highly organized, motivated, responsible self-starter with excellent time management skills. The successful candidate oversees performance daily and remediates where necessary to ensure functionality, utilization and availability.
Essential Functions:
- Provides general supervision to ensure the performance of all personnel, services and/or technology.
- Monitors call quality.
- Identifies and documents staff phone skills
- Trains, develops, updates, and creates training curriculum(s).
- Assists with recruitment efforts when necessary.
- Generates reports as needed.
- Other duties as requested.
Qualifications:
Minimum Requirements:
- Education (minimum): High school Degree or Technical Certification
- Experience: A minimum of three (3) years of experience in a call center environment with a focus on customer account data, updating online files, and responding to and/or resolving customer inquiries via phone or paper.
- Strong customer service skills.
- The ability to maintain a polite, professional and courteous demeanor at all times.
- The ability to maintain customer confidentiality.
- Proficient with MS Office suite.
- Other: Ability to follow established practices and procedures.Available to work weekends, holidays and any shift between 9 AM and 11 PM. Additional days and hours as required
Summary of Physical Requirements and Work Environment:
This is a desk job with no special physical demands.
Pay Range / Salary: $26.00 per hour based on a 37.5 hour work week
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492959 Aqueduct (Ozone Park) New York United States Aqueduct Road, Aqueduct (Ozone Park), New York, United States Technology Services Information Technology Temporary Full TimeWinning the Race at NYRA:
Value Each Other: You are united with your teammates in delivering the best experience to all of NYRA’s employees, vendors, guests and horsemen.
Achieve Excellence: You possess a lively and keen interest in what you do; and display excitement and eagerness in doing your job well. You are passionate about NYRA and your role here; and seek additional responsibilities and opportunities that support organizational goals and stretch personal capabilities.
Self-management: You prioritize plans and schedules effectively; and allocate resources to meet objectives by specified target dates. You value time and work effectively and efficiently; and are able to balance changing priorities. You display role-model behavior at all times, keeping in mind that what say and do reflects on our team and on NYRA.
Effective Communications: You get to the point quickly and succinctly and make complicated concepts clear to others. You are an exceptional listener, even in stressful situations, and display an acute sense of the right thing to say in various scenarios.
About Us:
With a lineage of nearly 150 years, The New York Racing Association (NYRA) serves as the cornerstone of New York State's thoroughbred industry at three major tracks (Aqueduct Racetrack, Belmont Park, and Saratoga Race Course). The industry contributes more than $3 billion annually to its urban, suburban, and rural economy. NYRA also offers a variety of exciting career opportunities – on and off the track. From Finance to Facilities, Turf to Technology, in all departments we are stewards of our sport. Join our talented team of professionals.
NYRA is committed to equal employment opportunity and to compliance with federal, state, and local anti - discrimination laws. NYRA values diversity and complies with New York State and New York City law, which prohibits discrimination and harassment against any employee, applicant for employment, or intern based on race, age, color, religion, sex (including pregnancy, childbirth or related medical conditions, gender identity / expression and transgender status), national origin or ancestry, citizenship, physical or mental disability, genetic information (including predisposing genetic characteristics), age (18-years-of-age & up), veteran status, military status, sexual orientation, marital status, familial status, caregiver status, partnership status, unemployment status, certain arrest or conviction records and domestic or sexual violence victim status. NYRA does not tolerate discrimination or harassment based on an employee’s membership in one or more of these protected categories, an employee’s known relationship or association with a member of one or more of these protected categories, or any other characteristic protected by applicable federal, state, or local law.
Visit us at NYRA.com to learn more!
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The New York Racing Association, Inc. (NYRA) holds the exclusive franchise to conduct thoroughbred racing at Aqueduct Racetrack, Belmont Park and Saratoga Race Course. NYRA tracks are the cornerstone of New York State’s horse racing industry, which is responsible for 19,000 jobs and more than $3 billion in annual economic impact.
