The Quality Assurance Specialist will manage and lead the quality standard developed for our customer engagement contact center to continually drive UniFirst to be universally recognized as the best service provider in our industry. Responsibilities: Participates in design of telephony and email monitoring standards.Performs telephony and email evaluations and provides trend data to site management teamUtilizes quality monitoring data management system to compile and track performance at team and individual levelIn conjunction with supervisor, provides daily, weekly, and monthly performance feedback to employee team partnersParticipates in customer listening programs to identify needs and expectationsCoordinates and facilitates telephony and email calibration training sessions for call center staffFacilitate weekly team partner training sessions designed to enhance CSR quality performancePrepare and assist with team partner annual performance evaluationsManage and maintain customer service knowledge base resourcesExtend recruitment and candidate selection support and involved with onboarding processCollaborates and defines standardized training programs and modules designed to promote understanding and quality performancePrepares and analyzes internal and external reporting for management reviewProvides actionable data to various internal support groups as neededIdentify opportunities for improvement within our processes and becomes a part of the solutionPrepare reports and conduct presentations for Management and Executives regarding contact center performancePerform other duties as assignedMinimal travel requiredWill be required to work overtime as necessaryMust be willing and able to actively participate in plant-wide safety activitiesThere may be circumstances that require Customer Service Team Members to enter the Production Area. During these circumstances, the employee is required to utilize any PPE that is mandatory or required in that departmentQualificationsExperience:Five or more years related experience and/or education and training in the field; Equivalent combination of education and experiencePrior knowledge of UniFirst Systems and Business Practices BeneficialShould be proficient in computer programs, such as Microsoft Word, Excel, and PowerPoint.Experience with AS400 Systems including OPIM, AMS, DCMS, ETS, PAW, and Mozart beneficial.Additional Requirements:Must possess the ability to effectively communicate verbally and in writing, which includes the ability to effectively present information and respond to questions from managers, employees, and customersOutstanding customer service skills and dedication to providing exceptional customer careFocus on quality and customer service performanceAbility to read, analyze, and interpret written instructionExcellent interpersonal skills and ability to deal effectively with customers, Program Managers, field locations, and corporate support personnelMustbe fluent in EnglishRequires the ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimalsAbility to define problems, collect data, establish facts, and draw valid conclusionsAbility to interpret an extensive variety of instructions, both verbal and writtenMust be detailed and possess the ability to prioritizeGood organizational skillsSelf-motivated, with the ability to work independentlyPossess the ability to distinguish between colorsReasonable accommodations may be made to enable individuals with disabilities to perform the essential functionsBenefits & Perks:401K with Company Match, Profit Sharing, Health Insurance, Employee Assistance Program, Life Insurance, Paid Time Off, Tuition Reimbursement, 30% Employee Discount, Employee Referral Bonuses.UniFirst is an international leader in garment & Uniform services industry. We currently employ over 14,000 team partners who serve 300,000 business customer locations throughout the U.S., Canada, and Europe.We were included in the top 10 of Selling Power magazine’s “Best Companies to Sell For” list and recognized on Forbes magazine’s “Platinum 400 – Best Big Companies” list. As an 80-year old company focused on annual growth, there’s never been a better time to join our team. UniFirst is an equal opportunity employer. We do not discriminate in hiring or employment against any individual on the basis of race, color, gender, national origin, ancestry, religion, physical or mental disability, age, veteran status, sexual orientation, gender identity or expression, marital status, pregnancy, citizenship, or any other factor protected by anti-discrimination laws