Under the direction of the Supervisor, Training and Quality, the Quality & Training Coordinator is responsible for Operations training and documentation, coaching employees, monitoring calls/chats/emails for quality, and assisting with the quality of other work performed within Operations. The Coordinator provides feedback to employees performing the work to help ensure that customers receive great customer service.
Your Opportunity
Responsibilities
Working closely with the Call Center Agents, Supervisors, Leads, Human Resources, and other team members, the Quality and Training Coordinator provides various training and documentation services to satisfy the needs from Call Center staff to provide high quality service. The goals are to increase efficiencies within the call center to meet overall department goals.
Training Development and Delivery
Performance Feedback
Call/Chat/Email/OnVUE/Other Monitoring
Client Guide, Teams Page, and Process Document Maintenance
Education and Experience:
Skills, Knowledge, and Abilities:
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