HD Supply (www.hdsupply.com) is one of the largest industrial
distributors in North America. The company provides a broad range
of products and value-add services to approximately 300,000
customers with leadership positions in maintenance, repair and
operations. Through 44 distribution centers, in the U.S. and
Canada, the company's approximately 5,500 associates provide
localized, customer-driven services including will call,
direct-ship options, diversified logistics and innovative solutions
that contribute to its customers' success. With an active
commitment to the communities in which we operate, HD Supply
associates are part of a thriving organization that supports the
virtues of wellness, diversity and inclusion - all of which are top
priorities for the company. Equally as important is empowering our
associates to grow professionally while providing competitive
benefits and compensation. If you're ready to find a rewarding
career and achieve your full potential with a growing industry
leader, HD Supply is ready for you!
Job Description & Qualifications
Responsible for reviewing and auditing telephone interactions
between contact center representatives and customers in a variety
of center departments (credit, account services, sales, sales
support, and Peachtree) to ensure the highest level of customer
service is being provided.
Major Tasks, Responsibilities, and Key Accountabilities
Monitors and evaluates inbound and outbound calls in accordance
with business policy regarding call quality standards
Provides feedback to agents on call performance. Provides advice
and guidance based on audit findings, and delivers performance
feedback to associates.
Provides feedback and evaluation to department management, as
well as the Training & Development team regarding trends and
variances of established quality guidelines, policies, and
Supports additional projects, reporting, and initiatives within
Quality Assurance; provides additional contact center operations
support; and collaborates with Training & Development team as
necessary to achieve organizational objectives.
Prepares and analyzes internal and external quality reports for
- Conducts special projects or tasks as assigned
Nature and Scope
Refers complex, unusual problems to supervisor.
Under general supervision, exercises some judgment in accordance
with well-defined policies, procedures, and techniques. Work
typically involves regular review of output by a senior coworker or
Located in a comfortable indoor area. Any unpleasant conditions
would be infrequent and not objectionable.
Most of the time is spent sitting in the same position or
standing/walking and/or there is some requirement to lift or handle
material or equipment of moderate weight (8-20 pounds).
- Typically requires overnight travel less than 10% of the
Education and Experience
- HS Diploma or GED strongly preferred. Specialized skills
training/certification may be required. Generally 2-5 years of
experience in area of responsibility.
Preferred Qualifications & Job Specific Details
Job Locations US-TX-New Braunfels | US-CA-Santee
Posted Date 1 week ago (5/27/2021 10:00 AM)
Job ID 2021-43699
Business Unit Facilities Maintenance
Functional Area Customer Service
Remote Position? No
Position Type Full-Time
Posting Location : Postal Code 78130
HD Supply is an Equal Opportunity Minority/Female/Individuals
with Disabilities/Protected Veteran and Affirmative Action
Employer. HD Supply considers for employment and hires qualified
candidates without regard to age, race, religion, color, sex,
sexual orientation, gender, gender identity, national origin,
ancestry, citizenship, protected veteran or disability status or
any factor prohibited by law.