Job Summary:
Responsible for the day to day supervision and coaching of the QA Agents, monitoring and evaluating all call recordings for the call center to ensure consistency across business units and a continually improved customer experience
Responsibilities:
- Assist the Operations department in achieving goals by mentoring, coaching and training QA agents
- Analyze data derived from call monitoring to drive results and actions plans from root cause analysis.
- Collaborate with Operations and Training to create action plans for agents who do not consistently meet goals.
- Ensuring agents understand and comply with all call center objectives, performance standards, and policies.
- Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary.
- Offers new ideas and suggestions for improvement.
- Identifies and implements new practices and processes that are best in field.
- Demonstrates a commitment to customer service; anticipates, meets and exceeds expectations by solving problems quickly and effectively; making customer issues a priority.
- Confers with reporting manager on complex or unusual situations.
- Exchanges knowledge and information with other iQor facilities to ensure best practices are shared throughout the iQor organization.
- Ensures 100% adherence to all company policies and procedures (i.e. Security, Health, Safety and Quality).
- Maintains discretion and confidentiality in all areas pertaining to systems, data and proprietary information, whether internal to iQor or customer specific.
- Interprets a variety of instructions furnished in written, oral, diagram or schedule form.
- Understands and embraces the business and call center operations strategic direction.
- Performs other duties as assigned.
Skills Requirements:
- 3 or more years of call center experience in collections/sales/customer service/technical support.
- 1 or more years of call quality experience.
Education Requirements:
High school diploma, G.E.D., Trade/Vocational School certificate or equivalent required.
Physical Requirements:
Occasionally exert up to 10 lbs. of force to push, pull, lift or otherwise move objects. Have visual acuity to perform activities such as preparing and analyzing data; and/or viewing a computer terminal. Speak, listen, type and/or sit for extended periods of time. Consistent attendance is an essential function of the job.
