Evaluate, document, and report the quality of agent customer interactions through standardized protocol and transaction monitoring. Provide specific feedback to supervisory and management staff regarding agent performance. Participate in internal/external calibrations to ensure thorough understanding of client requirements. Requires the ability to learn and follow policies, procedures and standards in the area, department and other related departments. Performs planning efforts and quality within the department, either for operational situations from day to day or assigned projects or to coordinate multiple resources within their department or division. Participates in the creation of ideas and innovative suggestions aimed at improving a process and the quality of the service offered. Anticipates the needs of the client and acts pro-actively to ensure their satisfaction. Responsible for influencing decisions through fundamental recommendations or opinions. Can be required the responsibility of directing the work of colleagues in group assignments.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Conduct quality-related reviews of agent performance, evaluating against client and internal quality standards to ensure proper customer and transaction handling. This includes call, visit and back office monitoring, review of data entry/transactions processed, and evaluation of any other performance metric that may impact quality (i.e. handle time, speed of answer, service level, etc.).
Provide specific feedback to supervisory and management staff regarding agent areas of opportunity for their team members. Support supervisory staff in their coaching efforts and provide coaching assistance as needed.
Responsible for completing required number of quality reviews for each agent based on client/company performance guidelines.
Document and report all observations thoroughly by maintaining observation forms and call center monitoring database.
Document and report operational and department established metrics.
Participate in internal and external client monitoring/calibration sessions in order to ensure thorough understanding of programs, goals and client standards of excellence.
Participate in and support the management team in identifying and acting on opportunities that improve the quality and value of the service we provide to our clients and our employees.
Responsible for understanding and complying with all policies, procedures, and regulations relating to job duties.
Perform other duties as assigned by management.
EDUCATION, TRAINING, and/or PROFESSIONAL EXPERIENCE
Bachelors’ Degree (BD) with one (1) to three (3) years of experience in customer service experience or Associate Degree (AD), or 60-64 college credits, with three (3) to five (5) years of experience in customer service experience or at least 5 years work experience in lieu of.
CLOSED DATE:02/01/2020
It is company policy to seek for the qualified applicants for positions throughout the company without distinction of race, color, national origin, religion, gender, gender identity, real or perceived sexual orientation, civil status, social condition, political ideologies, age, physical or mental disability, veteran status or any other characteristic protected by law. Drug-free company.
Equality Employment Opportunity/Affirmative Action for Minorities/Females/People with Disabilities/Veterans”. Employer with E-Verify to verify the eligibility of employment of all the new employees.
We encourage Females, Veterans and Disabled to Apply
