Supervisor Quality - Call Center - #102567

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 action 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 pract...