Contact Center Student Ambassador

About the Role

Under limited supervision, provides feedback to associates for scored interactions. Supports the Contact Center to ensure associates deliver the highest quality service to students, providers, and the general public. Responsible for monitoring and scoring phone calls, live chat, and email support to ensure quality standards are met.

Works with Contact Center teams to follow up on positive and negative feedback, identifying opportunities for improvement through root cause analysis. Creates and delivers reports outlining call volumes scored, individual results, team results, and overall department performance.

Responsibilities

• Monitor and score phone calls, live chat, and email interactions for quality assurance.
• Provide feedback to associates based on scored interactions.
• Collaborate with Contact Center teams to address feedback and identify improvement opportunities.
• Perform root cause analysis to drive process improvements.
• Generate and distribute reports on scoring metrics, including individual, team, and departmental results.

Requirements

• Minimum Education: Associate’s Degree; an equivalent combination of experience and education may be considered.
• Three to five years of related experience.

Benefits

• Affordable high-quality healthcare insurance (Medical, Dental & Vision).
• Retirement options: Florida Retirement System (FRS) Pension Plan or the FRS Investment Plan.
• Wellness program.
• Vacation and paid time off, including winter and spring breaks.
• Paid parental leave.
• Tuition assistance and tuition reimbursement for employees and family members.

Pay

$36,800 – $43,240 annually.