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Job Req ID:  2198

Konica Minolta Business Solutions U.S.A., Inc., a global Fortune 1000 company and one of Forbes 2017 America’s Best Large Employers, is transforming the way we all do business.

From smart office technology and information management to cloud, mobility and IT services, we have a rich history of creating the products and services necessary to drive innovation and make work possible from anywhere at any time. Our award-winning products and solutions help companies around the world move information faster, improve quality and productivity, enhance security and facilitate the sharing of information. We are proud that our portfolio leads the industry while exceeding environmental standards.

At Konica Minolta, you'll work for an amazing technology company with growth opportunities, great benefits and talented, passionate co-workers.

Position Description

Konica Minolta has an exciting opportunity for a Contact Support Center Quality Advisor! Position will be responsible for assisting with analyzing the Contact Center and agent historical performance; assist management in improving the Contact Center’s quality procedures and Specialists through coaching; and providing tangible feedback for technical issues as well as call demeanor to ensure World Class Support is offered. Interact with technical experts to understand the documentation needs and create visual assets that are consistent with department guidelines.


Primary Responsibilities

  • Ability and desire to work effectively in a team environment
  • Provide guidance to Hotline Specialists to improve call quality and call handling; focusing on high yield behaviors and ensuring that World Class Support is offered
  • Strong time-management skills, problem-solving skills, and analytical skills
  • Strong oral and technical writing ability; interact with technical experts to understand the documentation needs and create visual assets that are consistent with department guidelines
  • Participate in weekly and daily staffing review meetings with management
  • Monitors and evaluates the quality of inbound and/or outbound telephone calls
  • Collects and analyze quality data to identify issues and trends and recommend procedure or process changes
  • Prepare detailed documentation of procedures for use by Customer Care staff members
  • Run reports to measure quality of the Contact Center
  • Review calls, documenting quality discrepancies
  • Lookup call audits and recordings as requested from management
  • Captures and evaluates how well the call center Specialists adhere to internal policies and procedures and interact with customers in phone and email interactions.
  • Provide information to assist in the performance feedback of call center specialists, increase motivation concerning quality scores
  • Document observed quality issues and performance measures for management review
  • Assist analysis of real time workload, staffing plans and call routing procedures to increase staffing to meet Contact Centers’ service levels
  • Perform quality coaching sessions with the Contact Center Advisor
  • Work with Management to create development plans for Contact Center Advisors to continuously improve quality
  • Meet with Management to discuss Quality and Workforce issues weekly
  • Involve Specialists to develop quality monitoring checklists
  • Maintains effective relationships with fellow employees


Competencies (Knowledge, Skills and Abilities)

  • Attitude - must be a team player, remain calm, positive and mature under daily pressures and able to communicate to people in various levels in the call center.
  • Mastery of MS Word, MS Excel, MS PowerPoint and Adobe Acrobat skills.
  • Familiar with document creation applications including MS Publisher and Adobe CS for technical writing is a plus.
  • Ability to professionally present concepts and ideas to groups of people.
  • Ability to use appropriate technology for the position (including Laptop, phone, IoT Devices).
  • Strong electronic, mathematical, analytical, communication and organization skills.
  • Self-motivated and must excel in a minimally managed position.
  • Knowledge of call center fundamentals.
  • The Contact Support Center is open 8:00 a.m. to 8:00 p.m. (Monday thru Friday).  Candidate must be flexible to work various shifts throughout the week.

Experience, Educational Requirements

  • Minimum of High School diploma or GED required, Technical School training preferred.
  • Must have 5 to 10 years of work experience in a technical capacity, preferably in the printer industry.

Konica Minolta Offers:  

  • Outstanding benefits package (including medical, dental, vision, company-provided disability and life insurance)
  • 401(k) plan with matching company contribution
  • Generous holiday and paid time off schedules
  • Tuition Assistance Program
  • Employee Referral Bonus Program
  • Ongoing professional development training
  • Visible, exciting work supporting sales of cutting edge technology and workflow solutions.


Join Konica Minolta and help drive innovation as we transform the Workplace of the Future.™

Konica Minolta is an equal opportunity and affirmative action employer. We consider all qualified applicants for employment without regard to race, color, religion, creed, national origin, sex, pregnancy, age, sexual orientation, transgender status, gender identity, disability, alienage or citizenship status, marital status or partnership status, genetic information, veteran status or any other characteristic protected under applicable law.

Nearest Major Market: New Jersey

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