Be an expert on policies and procedures for all lines of business you support.
Conduct internal quality and compliance audits on phone calls and case work completed by operations teams.
Provide coaching and feedback in a professional and helpful manner to help improve performance of those you evaluate.
Collect and analyze data from each audit/monitor activity and assist operations teams with development and implementation of appropriate corrective action plans, training tips, and team communication to improve overall quality results.
Conduct/participate in calibration sessions to ensure consistent scoring across team members.
Lead meetings with management and other stakeholders.
Evaluate findings and make appropriate recommendations to the operations and training departments for training improvements.
Basic Qualifications:
Tenure of at least 12 months in role (internal)
Demonstrated history of consistently above average call metrics including ACW, AHT, adherence, calls per day and quality & compliance scores (internal)
At least 12 months experience in a call monitoring role (external)
Ability to self-manage and motivate.
Resiliency and adaptability to lead through various business changes.
Ability to quickly build knowledge of policies and procedures.
Ability to positively impact team culture and effectiveness.
Ability to provide coaching and feedback in a clear and constructive manner.
