Monitors and evaluates, via a variety of call recording and scoring tools, the quality and content of inbound and/or outbound telephone calls and provides feedback. Provides continual feedback and information data to management for improvement of call handling skills across multiple products and clients.
Maintains thorough and complete performance service level reports, provides QC reports weekly and monthly, provides updates to the operations team, and maintains and verifies the consistency of quality standards.
Primary Job Functions include, but are not limited to:
Coordinates call calibration for Team Leads, Supervisors, and Managers once a month or bi-monthly.
Assist Sales Managers or Team Leads in providing real time coaching.
Assist with creating, defining and implementing areas of opportunity for continual refresher training throughout the call center.
Position also involves assisting with creating and presenting training materials in a one-on-one and/or classroom style setting to new and existing employees. Perform other duties as assigned
Job Requirements/Typical Qualifications:
Prior Supervisory/Management experience with an emphasis on quality assurance
Prior Quality Assurance / Quality Monitoring experience in a Call Center atmosphere
Knowledge of KPI metrics, scorecards, and call calibration.
Employment Type: Full-Time
Job Type: Human Resources, Executive, Management
Education: .i.e. Graduate Degree
Experience: At least 3 years
Manages Others: Not Specified
Industry: Education - Teaching - Administration, Telecommunications, Other Great Industries