Quality Coordinator III

About the role

The Quality Coordinator is responsible for monitoring inbound and outbound calls and assessing agents’ demeanor, technical accuracy, customer service performance and conformity to company policy. This includes auditing incidents deriving from emails, chats, and telephone interactions along with reviewing and investigating customer survey responses for the Support Center. The Coordinator facilitates calibration/group sessions regarding the quality program and identifies areas of service improvements, developing programs that improve the customer’s experience. The Coordinator is responsible for the overall quality of customer interactions, making improvement recommendations which are rolled up to the Lead Quality Control Analyst and reported to the Support Center’s General Manager and Operations Manager for any action on recommendations.

Responsibilities

• Review quality of work and performance of Customer Service Agents through the use of recording systems and production applications.
• Provide recommendations for change and participate in analysis of workflows and procedures to improve accuracy and efficiency.
• Provide actionable data to compile and track performance at team and individual levels, identifying and recognizing trends.
• Document issues and concerns to provide feedback to the Lead Quality Control Analyst and Operations Manager.
• Conduct calibration sessions on calls for all programs with Support Center Agents, Lead Quality Control Analyst, Team Leads, General Manager and Operations Manager.
• Help agents improve their performance with specific instructions and meaningful constructive feedback.
• Report the team’s performance to the Lead Quality Assurance Analyst.

Qualifications

• 1 year in customer service and/or call center (preferred)
• Excellent verbal and written communication skills
• Excellent interpersonal communication abilities
• Ability to navigate multiple systems
• Resolution analysis
• Attention to detail
• Multi-tasking

Minimum Experience and Education

• Minimum Experience: 4+ years
• Minimum Education: High School Diploma/GED