Quality Assurance Monitor

CALL CENTER ENVIRONMENT

Job Description:

?  Maintains an expert level understanding of InPhonic policies, processes, and QA guidelines

?  Maintains QA documents, creates and distributes communications targeted various audiences

?  Provides clear, actionable information to various internal support groups and follows up on results

?  Prepares and analyzes quality reports

?  Interpret QA documents, and answer questions from Monitors

?  Auditing call monitoring results

?  Analyses performance at team and individual levels, identifies root causes, and drives improvement

?  Coordinates and facilitates cross-functional team meetings

?  Provides feedback to call center unit managers, operations teams, training departments, and QA organizations

  Required Skills:

?  At least two years of call center customer care experience and at least one year of QA monitoring experience OR at least 1 year of call center experience in any area and a four year degree in Business, Communications, English, or a related discipline

?  Exceptional listening and analytical skills.

?  Strong knowledge of customer care processes and techniques.

?  Excellent spoken, written and interpersonal communication skills.

?  Dedication to providing exceptional customer service.