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Job Description
The Call Center Quality Specialists monitors the performance of the Call Center Representatives to ensure minimum quality standards are being met with regard to service provided to our customers and following standard operating procedures. This is done through training and monitoring phone calls, orders entered, emails replied to and information provided to customers.
Duties/Responsibilities
- Continually review and update training to ensure current policies, procedures and expectations are being taught.
- Daily monitoring of representative’s phone calls, emails to customer’s, and orders entered in system.
- Evaluate and provide feedback regarding CCR performance based on established quality standards.
- Track and report individual CCR and department performance via monthly scorecard to the Call Center supervisor and manager
- Create and update procedure and reference manuals
- Report trends and issues identified during monitoring sessions that are negatively impacting the customer.
Job Requirements
- Minimum of 3 years of previous quality in call center customer service experience required; experience training and coaching call center representatives highly preferred.
- Excellent interpersonal, oral, and written communication skills
- Ability to establish work priorities and work without supervision
- Ability to meet deadlines, change priorities quickly and solve problems independently
- Ability to coach staff to reach and then exceed minimum service standards
- Excellent computer skills with knowledge of clerical processes and systems such as Microsoft Outlook, Word, and Excel
- Excellent organizational skills
- Ability to handle confidential information with discretion
