Job Description
Monitors and evaluates the quality of inbound and/or outbound telephone calls and other customer contact methods (e.g. email, chat) for accuracy and adherence to quality standards. Documents quality issues and performance measures for operations leadership review. Provides information to assist in the feedback and formal education process of individuals on the phone.
Key Responsibilities:
- Maintains accurate quality data for call behavior performance documentation.
- Measures, reports, and calibrates team and engagement center performance on a daily, weekly, and monthly basis.
- Advises and coaches Engagement Coaches on monitoring effectively and in accordance with guidelines.
- Calibrates quality scores of Engagement Coaches and Engagement Specialists and provides constructive feedback on areas of improvement (e.g. evaluation of coaching effectiveness in achieving quality goals).
- Takes a proactive role in communicating with other team members to encourage process and training improvement.
- Gives constructive feedback in oral and written form.
- Conducts both observation and back-office audits as pertinent to line of business.
- Utilizes quality call recording system; typical tasks include verifying call information, pulling reports, and reviewing records.
- Provides quality advocate support to new coaches; acts as quality advocate liaison with Training and Operations Departments.
- Creates, develops, and implements quality programs and competitions to promote quality initiatives.
- Delivers quality module to new Engagement Specialists as needed.
- May perform other related duties and responsibilities as assigned and/or required.
Job Requirements
- Fluent in verbal and written English.
- Able to multi-task, have demonstrated organizational, detail orientation, prioritization skills and time management skills to ensure that work related activities are completed in an accurate and timely manner.
- Ability to work effectively in a team oriented, high demand and fast paced environment.
- Ability to maintain high level of confidentiality and work with highly sensitive data and information.
- Solid communication skills to effectively deal with various levels of management, staff and/or outside contacts.
- Demonstrated interpersonal skills to work effectively in a team environment and maintain a professional and positive manner.
- Effective listening skills to ensure understanding of instructions and directions and effectively communicate progress and problems to co-workers and management.
- Familiarity a variety of office equipment, standard software packages and application and use of personal computers to include the Microsoft Office suite of products.
- High School diploma or equivalent related experience.
- One year of quality advocate experience is required.
