Comcast brings together the best in media and technology. We drive innovation to create the world's best entertainment and online experiences. As a Fortune 50 leader, we set the pace in a variety of innovative and fascinating businesses and create career opportunities across a wide range of locations and disciplines. We are at the forefront of change and move at an amazing pace, thanks to our remarkable people, who bring cutting-edge products and services to life for millions of customers every day. If you share in our passion for teamwork, our vision to revolutionize industries and our goal to lead the future in media and technology, we want you to fast-forward your career at Comcast.

　　Job Summary

　　Responsible for monitoring and analyzing the overall quality of both inbound and outbound telephone calls. Documents quality issues and performance measures for management review. Provides information to assist in the feedback and formal education process of individuals on the phone. Works with moderate supervision/guidance. Is accountable for individual results and impact on team.

　　Job Description

　　Core Responsibilities:

　　Monitors inbound and outbound telephone calls within call center(s) to ensure customer service meets quality assurance standards.

　　Documents customer service quality issues according to procedure.

　　Compiles reports pertaining to performance and quality assurance issues for review by management. Advises management, using written and/or verbal reports, in a timely and efficient manner.

　　Contributes to learning sessions and other programs meant to educate call representatives on performance and quality assurance issues.

　　Provides timely and efficient feedback on call quality.

　　Regular, consistent, and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary.

　　Other duties and responsibilities as assigned.

　　Requirements:

　　Comcast Care Background and or Experience (2 to 5 years), required

　　Analytical / Critical Thinking / RCA experience, required

　　Strong Written Communication Skills, required

　　Team oriented / collaboration Skills, required

　　MS Excel Experience – Proficient Level, preferred

　　Employees at all levels are expected to:

　　Understand our Operating Principles; make them the guidelines for how you do your job.

　　Own the customer experience - think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services.

　　Know your stuff - be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences.

　　Win as a team - make big things happen by working together and being open to new ideas.

　　Be an active part of the Net Promoter System - a way of working that brings more employee and customer feedback into the company - by joining huddles, making call backs, and helping us elevate opportunities to do better for our customers.

　　Drive results and growth.

　　Respect and promote inclusion & diversity.

　　Do what's right for each other, our customers, investors, and our communities.

　　Disclaimer:

　　This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications.

　　Comcast is proud to be an equal opportunity workplace. We will consider all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, genetic information, or any other basis protected by applicable law. Comcast will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of applicable law, including the Los Angeles Fair Chance Initiative for Hiring Ordinance and the San Francisco Fair Chance Ordinance.

　　Education

　　High School Diploma / GED

　　Relevant Work Experience

　　2-5 Years

　　Salary:

　　National Pay Range: $15.00 USD-$33.38 USD

　　Comcast intends to offer the selected candidate base pay within this range, dependent on job-related, non-discriminatory factors such as experience. The application window is 30 days from the date job is posted, unless the number of applicants requires it to close sooner or later.

　　Base pay is one part of the Total Rewards that Comcast provides to compensate and recognize employees for their work. Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus. Additionally, Comcast provides best-in-class Benefits. We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most. That’s why we provide an array of options, expert guidance and always-on tools, that are personalized to meet the needs of your reality – to help support you physically, financially and emotionally through the big milestones and in your everyday life. Please visit the compensation and benefits summary (https://jobs.comcast.com/life-at-comcast/benefits) on our careers site for more details.