Responsibilities/Key Tasks

• Perform approximately 30-35 Call Audits a week and 30-35 Ticket Audits per week
• Perform additional Quality Tasks as needed (Daily & Weekly Reporting/Trending, Email monitoring and audit, additional KPI Quality Audits)
• Adheres to the standards for call monitoring and ticket auditing.
• Performs call monitoring and provides trend data to site management team.
• Uses quality monitoring data management system to compile and track performance at team and individual level.
• Reviews and monitors customer email responses.
• Participates in customer and client listening programs to identify customer needs and expectations.
• Provides actionable data to various internal support groups as needed.
• Participates in call calibration sessions for call center staff.
• Provides feedback to call center team leaders and managers.
• Prepares and analyzes internal and external quality reports for management staff review.
• Perform other duties as assigned.

Qualifications/Education Requirements

• Bachelor s degree in administration, management or any related field from an accredited institution is preferred.
• 2+ years of experience in a similar role
• Well versed in the English language
• Strong clear verbal and written communication and presentation skills is required
• Experience managing and analyzing KPI s for a customer facing organization
• High level of comfort working with multiple groups and individuals
• Self-starter who is able to maintain the strongest focus on Quality and Client Satisfaction
• Excellent interpersonal skills and able to communicate with a wide range of clients
• Excellent analytical, research, numeracy and problem solving skills.
• Strong decision making skills and the ability to take the lead
• Ability to explain complex information in simple terms and deliver clear and concise client recommendations
• Ability to multitask and leverage escalation procedures.
• Proficient in PowerPoint for some slide creation and editing
• Proficient in Excel including pivots and reporting as needed