Customer Experience Quality Specialist

  • Integrated DNA Technologies
  • Coralville, IA, USA
  • Oct 29, 2017
Customer Service

Job Description

Integrated DNA Technologies

ID 2017-3561
Job Locations US-IA-CoralvilleCategory Customer Service
# of Openings 1
Posted Date 19 hours ago
Shift/Schedule MTWThF 8:00A-5:00P (United States of America)


The Customer Experience Quality Specialist is responsible for executing the quality assurance process to identify voice of customer (VOC) insights and employee coaching opportunities. This position works closely with trainers and management to provide performance feedback for customer service operations.


Essential Functions:
  • Monitors and evaluates quality of inbound and outbound customer interactions; scoring according to a standard approach
  • Provides feedback to improve performance and develop training
  • Communicates root cause analysis to assist in customer experience design and prioritization
  • Uses quality monitoring data to compile and track performance at individual, team, site and enterprise level
  • Provides voice of the customer (VOC) insights and identifies opportunities for improvement to IDT's customer experience
  • Coordinates and facilitates interdepartmental calibration sessions
  • Provides monthly executive level summary of results from audits including action plans to elevate performance
  • Assists in the development and implementation of quality and process improvement initiatives
  • Serves as a delegate on project teams to improve operational efficiencies and/or customer experience, as needed
  • Remains current on quality assurance programs and job knowledge processes and procedures
  • Demonstrates behavior consistent with the Integrated DNA Technologies Core Values
  • Performs other duties as assigned



  • Bachelor's degree required

Professional Experience:
  • Three years of experience in IDT customer service role preferred
  • Proficient in a variety of Microsoft Office applications with strong typing skills required

Other Job Qualifications
  • Knowledge of customer service fundamentals.
  • Ability to keep key personnel informed and up-to-date of imminent issues.
  • Ability to excel in a deadline-driven environment.
  • Ability to consistently manage multiple priorities and solve problems using critical thinking skills.
  • Ability to effectively communicate, both orally and in writing, to customers and colleagues.
  • Ability to work independently or collaboratively in a group.
  • Ability to identify trends across teams, sites, lines of business and channels.
  • Ability to adjust to change in quick paced environment.
  • Ability to bring informal teams of experts together to address issues/needs, share information and resolve differences or problems, as required.
  • Ability to work independently or collaboratively in a group.
  • Ability to perform under stress when confronted with emergent, critical, unusual, or dangerous situations, or situation in which working speed and sustained attention are make-or-break aspects of the job.
  • Ability to perform a variety of duties, often changing from one task to another without loss of efficiency or composure.
  • Ability to maintain both a high standard of courtesy and cooperation in dealing with co-workers.
  • Ability to accept responsibility for the direction, control or planning of an activity.
  • Ability to perform repetitive work or to perform continuously the same work, according to set procedures sequence or pace.

Physical Requirements:

Exert up to 10 lbs. of force occasionally and/or up to a minimal amount frequently

Constant (67%-100% of work day)
  • Sitting: to assume a position in which the weight is largely supported by the buttocks, usually with the body vertical and the thighs horizontal.

Frequent (34%-66% of work day)
  • Reaching: extending hand(s) and arm(s) in any direction.
  • Using Fingers/Grasping/Feeling: writing or otherwise working, primarily with fingers rather than with the whole hand or arm as in handling. Applying pressure to an object with the fingers or palm and perceiving attributes of objects such as size, shape, temperature or texture by touch.
  • Talking: expressing or exchanging ideas by means of the spoken work- those activities in which they must convey detailed or important spoken instructions to other workers accurately, loudly, or quickly.
  • Hearing: perceiving the nature of sounds at normal range; ability to receive detailed information through oral communication, and to make fine discriminations in sound, such as when auscultating and percussing.
  • Repetitive Motion: substantial movements (motion) of the wrists, hands, and/or fingers.

Occasional (33% or less of work day)
  • Standing: maintaining an upright position.
  • Walking: moving about on foot to accomplish tasks.
  • Lifting: raising objects from a lower to a higher position or moving objects horizontally from position to position.
  • Bending: bending body downward and forward by bending spine at the waist and/or bending leg; bending legs at knee to come to rest or kneel.
  • Pushing/Pulling: using upper extremities to press against something with steady force in order to thrust forward, downward or outward/using upper extremities to exert force in order to drag, haul or tug objects in a sustained motion.
  • Climbing: stairs, stools, ramps, ladders.

Visual Acuity:
  • Work requires close vision, distance vision, peripheral vision, depth perception and ability to adjust focus.
  • Ability to read pertinent printed material and distinguish colors.
  • Ability to prepare and read written documentation; use of computer.

Integrated DNA Technologies is an equal employment and affirmative action employer. Minorities, women, veterans and individuals with disabilities are encouraged to apply.