Responsible for monitoring quality of Call Center Representatives, tracking their performance in a quality monitoring system, generating quality metrics reports, coaching and making specific, written recommendations for remediation, when required. Provide ongoing performance data, and analyze trend progress across the team as well as individually in all specified areas to identify root cause and implement continuous improvement initiatives to meet or exceed quality goals. Collaborate with operations and client management leadership as well as trainers to ensure all quality requirements and expectations are clear. Follow up with review of those under remediation plans to determine progress against the plan and provide further recommendations to leadership.
Development of targeted quality plans and guidelines, which includes developing and implementing a monthly targeted quality plan based on previous results and client or management input. Develop, implement and revise quality guidelines as needed.
Monitor and score interactions routinely in an effort to track Call Center Representatives compliance to quality guidelines and standards utilizing the applicable systems. Verify accuracy and completeness of documentation practices according to standard procedures, Quality Guidelines and relevant client requirements. Coordinate with Account Trainers, Operations Management and other resources involved in the quality measuring of Call Center Representatives.
Schedule and conduct continuous improvement coaching sessions for all Call Center Representatives using the applicable systems.
Prepare, deliver and present quality evaluation reports on a monthly basis, or more frequently if required by the account, for operations and/or client review. Reports include but are not limited to Call Center Representative's quality Scores, recommendations and/or actions taken for remediation, coaching plans and improvements to training and/or process.
Recommend and/or deliver training or remediation to Call Center Representatives based on issues identified during quality review. Coordinate with appropriate personnel to schedule training based on quality data analysis and recommendations.
Identify and report quality concerns (trends) to management. Perform root cause analysis when applicable, and make specific recommendations to management on how to improve processes based on observations. Participate in the implementation of these recommendations
Bachelor's Degree or equivalent experience in Business related field preferred. HS or GED Required
1-3 Years' experience with Call Center and Customer Service Operations.
Quality Assurance and process experience a plus
Depending on program, the Quality Coach may be required to pass the Joy of Monitoring certification program.
Strong statistical Analysis skills
Excellent oral and written communication skills
Advanced quantitative and qualitative methodology
Strong persuasive/negotiation skills
Advanced organization and prioritization skills
Strong understanding of customer service delivery
Advanced knowledge of MS Windows, MS Office
Strong interpersonal skills in providing performance feedback
Accountability: We all strive to be business owners, take appropriate action, controlling our work and making decisions. We treat the company's assets as our own, always with our long term success in mind. We accept personal responsibility to set clear expectations, meet business objectives, improve our organizational effectiveness and communicate our actions.
Adaptability: The Company has shown continuous growth, and through this we adapt to new changes, work situations and responsibilities. We welcome the opportunity to learn new tasks and accept feedback positively.
Collaboration: We respect our colleagues and treat everyone as we want to be treated. We have confidence in each other's capabilities and intentions. We believe that people work best when there is a foundation of trust. We work toward a win/win solution as a team across department lines doing what is right for all stakeholders.
Communication: We are courteous to our internal and external contacts. We clearly convey key messages, recognizing when miscommunication has occurred and acting to correct it.
Quality Assurance and Training Teams
Call Center Representatives
Physical Demands and Work Environment
The physical demands and work environment characteristics described here are representative of those that an associate encounters and/or must successfully complete in order to perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.
While performing the duties of this job, the employee is frequently required to sit, talk and hear. The associate is occasionally required to stand and walk. Occasionally, the associate may need to lift and/or move up to 15 pounds. The noise level in the work environment is usually moderate.
Associates must hold a regular full time or part time status, must be in good standing (defined as meeting or exceeding performance expectations), with tenure in the current position, on the current team, of 6 months. Associates must be absent of written warnings within the past 3 months or final warnings within the past 6 months. Performance and attendance records will be reviewed.
INTERESTED ASSOCIATES are asked to apply via Connections and submit a paper Internal Posting Form to their Supervisor. Please attach an updated resume.
C3iSolutions is an Equal Opportunity Employer EOE, M/F, D/V