Quality Coach I

Summary

Description Summary of This Role

Monitors, evaluates and scores a specified number of calls each month for all clients in order to provide an overall assessment of call center and collections quality. Scores are then entered into a database for tracking and reporting purposes. Quality issues and performance measures are used to insure the highest level of customer service to cardholders while maintaining the integrity of the client.

What Part Will You Play?

• Begins to become familiar with internal processes and client specific call scoring criteria while monitoring random inbound customer service calls and evaluating the quality of calls based on client defined criteria. Provides Customer Service Representatives (CSRs) with basic feedback and coaching to improve the quality of service provided to the supported client's customers. Creates weekly reports outlining the calls evaluated, team member(s) coached for department management and/or supervisor.
• Participates in client calibration meetings as an observer in order to gain the necessary knowledge and skills to sufficiently respond to inquiries during client calibration sessions. May assist more experienced Quality Control Specialists with the preparation for client calibration sessions and/or business reviews by performing tasks such as running reports out of call monitoring system, call recording retrieval for client requested call(s), creating a transcript of the requested call(s) and creating one to two business review presentation slides, as directed.
• Assists more experienced Quality Control Specialists with preparing necessary information to respond to client requests for review of certain basic inbound customer service call(s) by extracting the recording(s) from the system and creating a transcript of the call(s).
• Acts as a back-up to the customer service team as necessary to resolve customer account inquires during inbound customer service calls.
• Assists management with basic special projects of minimal impact. Special projects typically require no more than 10% of the Quality Control Specialist's work week in addition to regularly scheduled tasks.
  
  

What Are We Looking For in This Role?

Minimum Qualifications

• High School Diploma or Equivalent
• Typically No Relevant Experience Required
  
  

Preferred Qualifications

• 1-2 years related work experience
  
  

What Are Our Desired Skills and Capabilities?

• Skills / Knowledge - Acquires and applies job skills and learns company policies and procedures to complete assigned routine tasks.
• Job Complexity - Works on assignments that are routine to semi-routine in nature, requiring limited decision outside of stated processes, but recognizes the need for occasional deviation from accepted practice. Has little or no role in the decision-making.
• Supervision - Normally receives detailed instructions and follows established procedures on all work, requires instructions on all assignments. Works under close supervision.
• Skills / Knowledge - Client polices, departmental procedures and applicable computer applications