Responsible for monitoring and analyzing the overall quality of both
inbound and outbound telephone calls. Documents quality issues and
performance measures for management review. Provides information to
assist in the feedback and formal education process of individuals on
the phone. Works with moderate supervision/guidance. Is accountable for
individual results and impact on team.
Employees at all levels are expect to:
you do your job
customers first, give them seamless digital options at every touchpoint,
and make them promoters of our products and services
game-changing technology, products and services, especially our digital
tools and experiences
open to new ideas
brings more employee and customer feedback into the company-by joining
huddles, making call backs and helping us elevate opportunities to do
better for our customers
ensure customer service meets quality assurance standards.
issues for review by management. Advises management, using written
and/or verbal reports, in a timely and efficient manner.
call representatives on performance and quality assurance issues.
nights and weekends, variable schedule(s) and overtime as necessary.
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