Position Summary
: The Quality Specialist performs all duties required of Quality Coach. The Quality Specialist has regular interaction with the LOB Client collaborating on calibrations, new programs, process analytics and improvement. The Quality Specialist is trusted to identify and implement change management strategies that continuously develop agent and program performance. New processes and procedures are communicated through the Quality Specialists to agents requiring the ability to convert concepts and abstracts into tangible materials and programs.
Overall Responsibilities: Function as a Subject Matter Expert on the LOB. Communicate with and support Quality Manager, Operations Manager, Supervisors, leads, the Client and employees Analyze DSAT and present drivers in cooperation with Client Quality Delivery Manager; Propose process change with recommendation to mitigate any negative impact to different metrics; Establish rapport and effective working relationships with Quality Delivery Manager and business owners in order to understand account specific. Provide effective, accurate and constructive feedback to agents to ensure continuous improvement Coordinate and/or participate in client calibration sessions Conduct Process and Agent Level Transaction Monitoring Ensure consistent application of the quality process/system. Facilitate Quality training and/or initiatives Diagnosis continuous improvement opportunities applicable to account, workgroup and department. Utilize common process methodology for process improvement. Develop and maintain quality reports at agent, team, and call center level. Tracking trends and ensuring the realization of action plans Develop and streamline Quality procedures. Provide written and verbal feedback to leadership, the client and agents on evaluations and process improvement recommendations. Work closely with Team Leaders and Operations Managers to identify knowledge gaps, create action plans to bridge them and achieve all goals Job Requirements: Knowledge, Skills and Abilities Superior written and verbal communication skills and presentation skills. Must have proficiency with various classic software applications programs including Microsoft Word, MS Excel, MS PowerPoint, MS Outlook Self-motivated Performance-oriented Ability to build rapport and work effectively with all levels of management and clients. Analytical skill Must be able to handle multiple projects simultaneously & be receptive to change Strong knowledge of the applicable client account is required Strong Customer Service/Retention/Sales/ Technical Support skills. Proven Past Performance Associated with Current Quality guidelines Flexible to work any shifts within department hours of operation. Education/Experience: 2 or 4 year degree in related field from an accredited four-year college or university with some related work experience, preferred 2-4 Years of relevant call center experience High school diploma or equivalent work experience required 1 year plus experience on the applicable client account required
