Responsibilities
- Monitor and evaluate inbound emails, and chat interactions to assess adherence to company policies, procedures, and quality standards.
- Identify performance trends, areas of improvement, and opportunities for training and development.
- Provide detailed feedback Team Leaders to improve their performance, communication skills, and adherence to quality metrics.
- Identify opportunities for content additions and improvements.
- Analyze information needs, propose solutions, and follow through on measuring improvement.
- Propose and implement plans to update information.
- Collaborate with Team Leaders and managers to develop and implement quality assurance strategies, initiatives, and best practices.
- Participate in calibration sessions with call center teams to ensure consistency and alignment in quality evaluation processes.
- Collaborates with the Training & Development to address learning gaps discovered through evaluations
- Utilize QA data to analyze, identify trends and skill gaps, and provide recommendations to management for an optimized customer experience.
- Maintains solid knowledge and compliance with Company policies and procedures.
- Supports the company culture of Clipboard Health, fostering teamwork, collaboration, transparency, uncomfortably high standards, and accountability within all actions.
Required Qualifications
- A keen eye for detail to effectively monitor and evaluate call center interactions. Capable of spotting inconsistencies, errors, and areas for improvement in agent performance and customer interactions.
- Strong analytical practice for interpreting data, identifying trends, and making data-driven recommendations for improvement.
- Effectively provides constructive feedback and coaching to call center agents. Feedback is clear and diplomatic, fostering a collaborative and supportive environment for continuous improvement.
- Adaptable and flexible, able to adjust to changes in processes, procedures, and priorities to ensure ongoing quality and efficiency in call center operations.
- Strong problem-solving abilities to troubleshoot issues, develop effective solutions, and implement quality assurance initiatives to address root causes and enhance overall customer satisfaction.
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$459.98 (as of October 10, 2024 14:44 GMT -05:00 - More infoProduct prices and availability are accurate as of the date/time indicated and are subject to change. Any price and availability information displayed on [relevant Amazon Site(s), as applicable] at the time of purchase will apply to the purchase of this product.)