Webloyalty

Shift: 12:30 p.m. – 9:00 p.m. four weekdays, plus one weekend shift (either Saturday or Sunday)

Reporting to the Manager of Training and Quality, the Quality Analyst is responsible for working with the Customer Service management team to improve the performance of Customer Service Representatives through the monitoring and analysis of calls and written correspondence according to Quality Assurance guidelines. The Quality Analyst plays an important role in the development of the Customer Service staff by providing feedback and guidance that will allow the team to maintain and exceed quality standards and ensure high levels of customer satisfaction.

Responsibilities include:

• Monitor, review and score a pre-determined number of Customer Service Representatives’ calls and/or written correspondence on a monthly basis according to Quality Assurance guidelines.
• Complete assessment reports for the representatives and their supervisors which include quality scores as well as written comments detailing strengths and opportunities for improvement. 
• Meet with Customer Service Representatives in monthly one-on-one sessions to review the employees’ strengths and to discuss possible strategies for improving performance.
• Meet with Customer Service Supervisors monthly to compare observations of each representative’s performance and discuss future development needs.
• Assist the Customer Service Supervisors and Representatives in developing performance improvement plans for employees who fail to meet departmental quality standards.  Conduct follow-up monitoring sessions according to the needs of the plan.
• Identify trends in the individuals’ strengths and opportunities and make recommendations to the Customer Service management team for strategies in training and job aids which will assist in improving the overall quality performance of the team.
• Maintain detailed documentation of all quality scores and feedback sessions with employees as well as performance improvement plans developed with supervisors.
• As needed, conduct training sessions with both new and existing employees designed to either introduce new information or review existing information in order to improve quality performance.
• Perform as a Customer Service Representative when call volume dictates or when asked. This includes answering core phone calls and/or responding to e-mails.
• Maintain the confidentiality of all monitoring, performance and other employment information of Customer Service Representatives.

Required background and qualifications include:  

• Must have a solid performance record as a Customer Service Representative with a proven track record of performance and individual productivity for a minimum of six (6) months. This includes no corrective actions within the past 3 months.
• Proven high level of performance in a Customer Service Call Center environment demonstrating excellent quality performance and productivity.
• Strong verbal and written communication skills.  Proven ability to handle difficult situations in a positive manner.
• Good analytical skills; proven ability to identify an issue and make recommendations for improvements.
• Excellent interpersonal skills.
• Ability to present information in a professional and positive manner to individuals one-on-one as well as to a team of people in a classroom setting.
• Excellent understanding of webloyalty.com products, services, and procedures.
• Strong multi-tasking and organizational skills.
• Good internet and PC capabilities, including a working knowledge of Microsoft Word and Excel software.
• Ability to handle personnel information and issues in a professional and confidential manner.
• Responsible team player able to explain and support Company policies and procedures.
• Ability to work independently with little supervision.
• Ability to work in a self-disciplined environment and apply good time management skills and techniques.
• Must possess a high level of integrity.

 

Compensation:
Webloyalty will offer the selected candidate a competitive pay and benefits package commensurate with experience. EOE.

To Apply:
Send your resume, cover letter and compensation history to:
webloyalty.com, Inc.
5 Research Drive, Suite 200
Shelton, CT 06484
Fax: 203-926-8520
hr@webloyalty.com

 

The Sr. Software Quality Assurance (QA) Engineer ensures that developed software functions as expected, and works across departments to develop an understanding of business operations and how software fits into the picture. 
Primary responsibilities include:

• Participate in the design and implementation process for new and existing products, with a focus on understanding the product requirements to provide test plans and execute testing and fixes.
• Develop and execute manual and automated test cases using QTP for features and functionality in our web products and internal applications
• Perform regression testing and participate in the testing of emergency bug fixes, documenting and resolving testing issues
• Work across departments to validate actual test results against expected results
• Act as the primary QA contact for projects, responsible for QA project initiation and gathering project information.  Work closely with project managers and development teams to ensure that project’s definition and goals are fully understood and recognized for proper project execution.

Required background and qualifications include:

• BS/BA degree in Computer Science or related field
• 5+ years testing experience as a test engineer for web based software products in VB COM, .NET, C#, IIS and Oracle environment.
• Excellent test plan design and test implementation skills
• Solid working knowledge of QA and Quality Control processes & procedures, as well as test procedures for the full product development life cycle.
• Must have proven track record of providing balanced test coverage
• Must have minimum 3 active years of automated testing experience with QTP in creating scripts, maintaining and management of scripts.
• Must have descriptive programming experience with QTP.
• Must have good RDBMS skills including SQL scripting skills which includes DML skills.
• Must be able to learn quickly and independently to understand the technical aspects of products in sufficient detail so the test results can be analyzed and problems isolated independently
• Must be a proactive team player, with a demonstrated ability to juggle conflicting/changing priorities while maintaining a positive attitude in the face of challenging deliverables.
• Excellent analytical skills & problem solving abilities required, along with project execution strengths.
• Strong written and verbal communication skills

Compensation:
Webloyalty will offer the selected candidate a competitive pay and benefits package commensurate with experience. EOE.

To Apply
Send your resume, cover letter and compensation history to:
webloyalty.com, Inc.
101 Merritt 7, Seventh floor
Norwalk, CT 06851
Fax: 203-846-4100
hr@webloyalty.com

The Product Manager is responsible for managing the day-to-day product needs of current membership programs as well as the planning and implementation for any new membership programs.

Responsibilities include:

• Product benefits and configuration:
• Manage product configurations and client set-ups, including resolution of competitive issues between Clients and participating merchants
• Manage the merchandising of products and promotions on website and in emails
• Generate ideas and concepts to increase awareness, usage and product value
• Support the internal development and implementation of new product benefits and service enhancements
• Monitor email deliverability performance and escalate issues as they arise
• Develop and maintain a product competitive analysis
• Vendor Management:
• Participate in the development and delivery of vendor product enhancements
• Develop service standards for benefit providers and regularly monitor adherence
• Testing and Reporting:
• Design, implement and track various creative and benefit tests
• Analyze test results and make recommendations based on key findings
• Monitor and communicate product key performance indicators
• Customer Service: 
• Coordinate with Customer Service to resolve member issues and conduct regular training sessions.

Required background and qualifications include:

• Bachelors Degree
• 5+ years marketing experience with 2-3 years online merchandising experience
• Strong analytical, organizational and communication skills
• Highly motivated and adaptable with great attention to detail
• Able to work independently on projects in a fast paced environment
• Must be able to organize projects and communicate across multiple departments

Compensation:
Webloyalty will offer the selected candidate a base salary and a very aggressive commission structure plus a competitive benefits package and 401k plan. EOE.

To Apply
Send your resume, cover letter and compensation history to:
webloyalty.com, Inc.
101 Merritt 7, Seventh floor
Norwalk, CT 06851
Fax: 203-846-4100
hr@webloyalty.com