ROLES & RESPONSIBILITIES:

1. Participates in design of call monitoring formats and quality standards.
2. Performs call monitoring and provides trend data to site management team.
3. Uses quality monitoring data management system to compile and track performance at team and individual level.
4. Monitors email customer contacts.
5. Participates in customer and client listening programs to identify customer needs and expectations.
6. Provides actionable data to various internal support groups as needed.
7. Coordinates and facilitates call calibration sessions for call center staff.
8. Provides feedback to call center team leaders and managers.
9. Prepares and analyzes internal and external quality reports for management staff review.
10. Suggests training needs and developments

Education and Experience:

1. At least 2 years of call monitoring experience, preferably from Sales / Voice based environment.
2. Excellent oral, written and interpersonal communication skills.
3. Exceptional listening and analytical skills.
4. Intermediate level of knowledge / expertise with PC (Word and Excel).
5. Strong knowledge of customer care processes and techniques.
6. Demonstrated ability to work well in a team environment.
7. Dedication to providing exceptional customer service.