Job Description

Evaluate, document, and report the quality of agent customer interactions through standardized call and transaction monitoring. Provide specific feedback to supervisory and management staff regarding agent performance. Participate in internal/external calibrations to ensure thorough understanding of client requirements.

Duties & Responsibilities

• Conduct quality-related reviews of agent performance, evaluating against client and internal quality standards to ensure proper call and transaction handling. This includes call monitoring, review of data entry/transactions processed, and evaluation of any other performance metric that may impact quality (i.e. handle time, speed of answer, etc.).
• Provide specific feedback to supervisory and management staff regarding agent areas of opportunity for their team members. Support supervisory staff in their coaching efforts and provide coaching assistance as needed.
• Responsible for completing required number of quality reviews for each agent based on client/company performance guidelines.
• Document all observations thoroughly by maintaining observation forms and call center monitoring database.
• Participate in internal and external client monitoring/calibration sessions in order to ensure thorough understanding of programs, goals and client standards of excellence.
• As applicable, responsible for handling agent-level calls to maintain personal knowledge of program(s).
• May participate in and support the Quality Management (QM) Program in identifying and acting on opportunities that improve the quality and value of the service we provide to our clients and our employees.
• Responsible for understanding and complying with all policies, procedures, and regulations relating to job duties.
• Perform other duties as assigned by management.