The position is responsible for monitoring the telephone interactions of all employees. The Quality Assurance Representative will also be responsible for the coaching and development of all the representatives they monitor.
This responsibility includes coordinating the voice interaction with the data from the servicing system to ensure that the customer receives timely, accurate, and complete information.
Additionally, the position is responsible for partnering with the appropriate department managers to deliver feedback regarding the customer interaction, including opportunities for improvement as well as providing direct feedback to the representatives.
The work schedule is North America speciﬁc : 5 PM 5 AM.
A degree preferred, or 1-2 years related experience and / or training and an advanced English level (min. B2).
Call center experience required. Prior people performance management / coaching / feedback experience desired.
Ability to read, analyze, and interpret general business periodicals, professional journals, corporate procedures / regulations.
Ability to write reports, business correspondence, and procedure manuals.
Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the public.
Acts as a resource and advisor to account and team through various forms of call monitoring to ensure that agents are adhering to policies and procedures when meeting customers needs and requirements.
Acts as a resource and advisor to the training dept., through identifying training deﬁciencies, trends, gaps and additional needs through performing various forms of call monitoring.
Acts as a resource and advisor to individual agents, by performing individual coaching to agents to insure correction and prevent quality slippage.
The Quality Technician has frequent communications with the Training dept., Team Managers, and Account Managers.
Compiles daily, weekly and monthly monitoring reports.