Essential Functions / Core Responsibilities
Monitors, evaluates and / or audits a sampling of inbound and / or outbound calls and other contact methods including chat and email
Reports results of evaluations to appropriate Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners)
Participates in calibration sessions / call listening sessions with Quality Leadership staff, Operations, Program Management and clients to ensure scoring consistency and best practices
Participates in internal quality audits (e.g. periodic audits of existing processes to determine process control and efficiencies) designed to improve overall contact quality and recommend changes
Maintains strong program knowledge base; basic understanding of client products, services and / or program strategies
Participate in quality task forces with Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners)
Meet departmental productivity requirements (e.g. number of calls monitored per month, number of emails evaluated, etc.)
Complete phone time to keep current on programs (as applicable)
Contribute to maintaining forms and legends documents
Support management focus on review of key drivers, metrics and operational processes (including Training) that drive Balanced Scorecards and count profitability goals
Previous relevant experience as a QE in a contact center environment
Effective communication skills, both written and verbal
Proficient in Microsoft Office
Ability to multi-task and meet timelines on deliverable
EMEACNX #CNXEMEA #WAH
Career Level Description
Receives assignments in tasks oriented terms and supervises subordinates to set priorities and complete assignments. Coordinates and supervises the daily activities of business or technical support or production team members.
In charge of handling single and medium-sized line of business. Decisions are guided by policies, procedures and business plan;
receives guidance and oversight from manager. Drives direct reports to achieve set metrics and business goals thru coaching, mentoring and providing regular feedback.
Typically does not spend more than 20% of time performing the work supervised. Handles escalated issues. Supervises non-exempt employees who generally perform either a single task or multiple, but closely related tasks.