SUMMARY:

• Participates in joint call (contact) monitoring with client, client services team and call center team.

• Ensure that client quality and corporate customer satisfaction goals are met or addressed in a timely manner.

• Analyze customer satisfaction and dissatisfaction data; recommend solutions to address root cause.

• Monitor quality and accuracy attributes; recommend solutions to address root cause.

• Assist in customization of quality review guidelines per client specification and creation of plans to achieve quality/customer satisfaction goals.

• Provide recommendations on improving the quality process to achieve goals and objectives.

• Develop a strong partnership with Client quality contacts to ensure quality goals and objectives are calibrated.

• Coordinate efforts with Educational Services to ensure that appropriate training and development is in place to address client quality initiatives.

• Monitor COPC requirements for the site.

QUALIFICATION:

• Two year college degree in Business Management/Administration or equivalent combination of education and experience.

• One or more years experience demonstrating knowledge of call center operations, goals and processes.

• Basic PC skills.  Strong customer service and interpersonal skills.  Good verbal and written communication skills.  Research, analytical and problem-solving skills.

• Knowledge and effective use of quality management processes and tools.  Ability to work well independently or within a team.

Please refer to job description.