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 /call listening sessions with Quality Leadership, staff, Operations, Program Management and clients to ensure scoring consistency and best practice implementation.
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 force 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.)
Support management focus on review of key drivers, metrics and operational processes (including Training) that drive Balanced Scorecards and count profitability goals
