As a Call Center QA Specialist, you will be responsible for evaluating the handling of agent calls with customers and providing feedback and developmental support to the Training and Operations team in an overall effort to achieve and maintain industry leading service.
Responsibilities:
- Develops and recommends methods, measures and standards for monitoring call center agents to improve individual performance
- Evaluate call center agent's technical and soft skill level and provides effective coaching suggestions to Team Leads to develop agent capabilities
- Participates in quality calibration sessions in order to ensure consistency amongst all QA Specialists. Identifies opportunities to improve agent support tools and recommends solutions
- Participates in training needs assessments and supports the development of refresher training and agent training programs
- Supports training by conducting call simulation activities, presenting quality monitoring standards to new employees and monitoring/coaching of agents during on the job training activities
- Participates in conducting call center business unit audits on all metrics, summarizes findings and makes recommendations for improvements
- Maintains up-to-date knowledge of customer service, technical support and sales concepts and practices
- Maintains QA reporting systems. Pulls and sends daily reports to clients and operations
- Analyzes QA data to identify trends at individual, team and contact center levels
- Supports Coaches in developing agents not meeting performance targets
Location: Onsite/ Inspiro Contact Center- 200 W Hanley Ave. Suite 200-3. Coeur d'Alene, ID 83815
Agent Pay: $18.25hr
