Quality Assurance Call Monitoring

SUMMARY: Provides Quality call monitoring for agents and completes observation quotas, verifies accuracy of call center script usage, process and procedures, figures, calculations, and postings pertaining to business transactions recorded by other workers by performing the following duties.

ESSENTIAL FUNCTIONS

• Responsible for listening, evaluating, accurately scoring, and reporting of call center agent script use, policy and procedure and business standard requirements to ensure customer and client satisfaction.
• Complete daily/weekly/monthly scoring quota requirements supporting contractual obligations including calls of varying lengths to determine opportunities with both long, medium, and short call durations.
• Develop and implement effective quality monitoring processes, which are linked to continuous improvements and training.
• Evaluate communication methods between the Agents and customers utilizing call monitoring tools and scorecards.
• Monitor calls, evaluating the quality of the service being provided to customers and clients.
• Utilize the quality monitoring software; record Agents' calls and screen capture their desktop for review.
• Take a proactive lead in identifying opportunities for continuous improvement.
• Make recommendations for training, process development, and service improvement.
• Review Agent performance with the Agent and/or Team Lead.
• Identify, save, and report exceptional calls for use in coaching and development. Seek calls or portions of calls which perfectly demonstrate desired call handling behaviors for varying and requested/assigned situations to support business needs, and save and share with training and leadership.
• Work with Training Coordinator, Supervisors and Manager to determine training needs for agents.
• Perform regular and recurring assignments in accordance with established procedures and with minimal supervision.
• Attend periodic quality calibrations to ensure consistency in evaluations for consistent scoring.
• Must have flexibility for backfilling for peers or assisting with call volume peaks when coverage is needed. This includes holidays, weekends, and night shifts if required. Management approval and coordination is required.
• Assist with Agent Training and Development in areas other than customer service.
• Other duties as assigned.

QUALIFICATIONS REQUIRED

• Proven ability to acquire call center standards by achieving 95% or above average Quality score consistently: recent 3-6 months minimum.
• Must be self-driven, self-learner.
• Ability to work with or without supervision.
• Must be detailed oriented
• Have excellent communication skills (both verbal and written).
• Must be able to take direction.
• Have a genuine desire and spirit to assist others.
• Must be able to motivate.
• Knowledge of reporting software including observation tools and MS Excel
• Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

MINIMUM REQUIRED EDUCATION/TRAINING

• One year certificate from college or technical school; or three to six months related experience and/or training; or equivalent combination of education and experience.
• Working knowledge of Microsoft Office
• Bilingual skills a plus