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 actions 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 recent ideas and suggestions for improvement.
- Identifies and implements new practices and processes that are best in field
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