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Summary: Supports adherence to performance standards and quality measures by providing QA support to the Customer Service Center. Responsible for monitoring calls and auditing accounts/reports and contributing to the development, implementation, and modification of training programs to ensure maximum effectiveness of call center/customer service personnel.
Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
Essential Duties and Responsibilities include the following.
Quality Assurance - 1 to 2 years of experience in a similar role
Assist in monitoring calls for quality and provide QA results to supervisors.
Audit a variety of accounts and reports to ensure compliance and accuracy.
Develop audit procedures; track and report results to management staff.
Make recommendations to management the areas requiring additional training based upon audit findings.
Assist in preparing monthly reports for local contracts.
May assist in providing quality-related training to customer service staff.
Other duties may be assigned.
Training and Development:
Design and develop new training courses for existing applications, including the preparation of training materials such as manuals, quick reference guides, audio-visual aids, and computer help-screens.
Revise and maintain all training documentation to ensure accuracy and relevance.
Maintain statistics and records of the training materials and content covered with each group and/or individual trained.
Assist in the ongoing improvements and coordinate the delivery of the New Hire Orientation sessions.
Track and report training statistics.
Assist in managing the ongoing training requirements for the customer service staff.
Supervise nesting staff to ensure training continuity and stability of the training program.
Identify and retrain staff for improved performance.
Coordinate and conduct refresher training sessions with internal and customer staff.
Other Duties:
Regular and predictable attendance is an essential function of this job.
Perform additional duties as assigned to support the overall objectives of the department.
Supervisory Responsibilities: This job does not include traditional supervisory responsibilities but may involve providing feedback to employees in a training capacity to support their performance and development.
Performance Skills/Competencies: The below categories represent general skill sets that are required by this position. The level of proficiency & priority required by this position are defined by the following scales.
Novice: Basic understanding
Technical Skills/Competencies: The categories below represent technical skill sets that are required by this position. The level of proficiency & priority required by this position are defined by the following scales.
Education: High School Diploma or general education degree (GED) required, Associate degree (A.A.) or equivalent from two-year college or technical school preferred
Pay Rate Range: $17.00 to $20.00 per hour depending on experience
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