This position is responsible for evaluating how well call center employees adhere to internal policies and procedures while interacting with customers through email and phone calls. 

Tasks and Responsibilities

·         Develop, design and implement and oversee the quality monitoring program.

·         Responsible for ensuring high-quality customer service and customer experiences.

·         Evaluates the overall performance of call center staff.

·         Responsible for monitoring and preparing performance reports, statistical analysis, and plans of action.

·         Sets target goals for performance, quality, and efficiency.

·         Works closely with supervisor to communicate daily goals and instructions for the call center

·         Monitors and evaluates the quality of inbound and/or outbound telephone calls.

·         Documents quality issues and performance measures for management review. 

·         Provide information to assist in the performance feedback of call center agents, increase associate motivation concerning quality scores.

·         Assume responsibility for coaching of call center staff.

·         Track and present coaching opportunities and feedback to communicate opportunities to provide superior customer service.

·         Use coaching and monitoring techniques, as well as Call Calibration Sessions, to regulate standards within the area and to maintain continuous improvement.

Required Skills/Abilities

·         Call Center Management experience required.

·         Computer literate with excellent telephone skills.

·         Ability to articulate observations and provide constructive feedback.

·         Possess excellent communication, collaboration and relationship management skills with the proven ability to work in a matrix environment across functional lines.

·         Must possess good verbal and written communication skills and leadership skills.

·         Achieve results through knowledge, empathy and commitment to excellent customer satisfaction.