Quality Assurance / Fraud Agent (Bi-Lingual)
Previous Job
Quality Assurance / Fraud Agent (Bi-Lingual)
Ref No.: 18-03538
Location: Aurora, Colorado
Start Date / End Date: 05/28/2018 to 08/31/2018
Job Description & Requirements
Job Type: Recruited Resource Number of Positions: 4
System Location: ADT-US Created Date: 5/16/2018
Job Title: Quality Assurance / Fraud Agent (Bi-Lingual)
CWR Type: W-2 Reason: Other
Temp workers until FT employees are found

MUST be Bi-Lingual (English / Spanish) Education/Certification: • High school diploma or equivalent. Experience: • At least one (1) year of telephone customer service experience. Skills: • Basic/Intermediate knowledge of Microsoft Windows. • Basic/Intermediate knowledge of Microsoft Excel • Must type at least 40 wpm. • 10 key by touch with low rate of error • Strong attention to detail and data entry accuracy • Ability to multi-task • Able to work effectively with customer and peers • Ability to work productively in a fast –paced changing environment • Ability to work effectively with customers and peers • Good oral and written communication skills • Ability to sit and work on the phones in increments of 2 to 2 1⁄2 hours using a desk with a telephone headset. • Ability to work with minimal supervision • Strong analytical skills • Bilingual Spanish is a must

Make contact with new customers within three to five days after new account set up is complete to establish whether the ADT alarm system installation is completed and satisfactory to the customer. Insure that the customer understands how to fully operate and utilize the alarm system, and verify all information in the computer such as address, and responsible person contact list is correct and complete. Duties and Responsibilities: 1. Perform work on an auto dialer calling for new accounts to review information about the quality of installation done by the Authorized Dealer. 2. Ask questions from the quality assurance questionnaire/survey with customers verifying equipment is working properly 3. Answer customer and dealer questions that arise during QA calls. 4. Resolve process problems and specific customer issues by referring them back to the dealer that installed the alarm. 5. Provide input to supervisor to assist in developing quality standards for processes and customer contact and identifying process steps that require QA calls. 6. Based upon the information obtained from the customer, properly code the account with the appropriate pass or fail code. 7. Place customer requests on the account. 8. Properly code and document all accounts in Informix or QA web, which subsequently electronically transmits to the Authorized Dealer via the Dealer web. 9. Work at all time to provide customer service to our customers and Authorized Dealers. 10. Assist in the training of coworkers by doing side by sides for training and development. 11. Other duties as assigned

Comments/Special Instructions
Bi-Lingual is REQUIRED (English / Spanish) Several shifts available between 6am thru 6pm - flexibility needed
Work Location: USA- 3190 S Vaughn Way, Aurora, CO 80014 United States
Start Date: 5/28/2018 Work Days:
Sun Mon Tue Wed Thu Fri Sat
End Date: 8/31/2018
Start Time: 6:00 AM Total Reg Hours: 80.50
End Time: 6:00 PM Overtime Required:
Lunch Time: 30 Minutes