Quality Coordinator III
About The Position
The Quality Coordinator is responsible for monitoring inbound/outbound calls and assessing agent's demeanor, technical accuracy, customer service performance, and conformity to company policy. This includes auditing incidents derived from emails, chats, and telephone interactions, along with reviewing and investigating customer survey responses for the Support Center. The Coordinator will also be responsible for facilitating calibration/group sessions regarding the quality program and identifying areas of service improvements and developing programs that improve the customer’s experience. The Quality Coordinator is responsible for the overall quality of customer interactions, making improvement recommendations which will be rolled up to the Lead Quality Control Analyst and reported to the Support Center’s General Manager and Operations Manager for any action on recommendations.
Requirements
- Excellent verbal and written communication skills
- Excellent interpersonal communication abilities
- Ability to navigate multiple systems
- Resolution analysis
- Attention to detail
- Multi-tasking a must
Nice To Haves
- 1 year in customer service and/or call center (preferred)
Responsibilities
- Review quality of work and performance of Customer Service Agents through the use of recording system and production applications.
- Provides recommendations for change and participates in analysis of work flows and procedures to improve accuracy/efficiency.
- Provides actionable data to compile and track performance at team and individual level, identifying and recognizing the trends.
- Document issues/concerns to provide feedback to Lead Quality Control Analyst and Operations Manager.
- Conducts calibration sessions on calls for all programs with Support Center Agents, Lead Quality Control Analyst, Team Leads, General Manager and Operations Manager.
- Help agents improve their performance with specific instructions and meaningful constructive feedback.
- Report the team’s performance to Lead Quality Assurance Analyst.
Benefits
- Competitive Pay with incentive opportunities.
- Paid Time Off and Company Holiday Pay.
- Medical, Dental, and Vision Insurance programs.
- 401(k) Retirement Savings Plan with company matching contributions.
- Life Insurance and disability insurance options.
- Supplemental benefit programs.
- World Class Training opportunities through our Experts University.
- Career Development opportunities.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
