Responsible for the day to day supervision and coaching of the QA Agents, monitoring and evaluating all call recordings for the call center to ensure consistency across business units and a continually improved customer experience

Responsibilities

• Assist the Operations department in achieving goals by mentoring, coaching and training QA agents
• Analyze data derived from call monitoring to drive results and actions plans from root cause analysis.
• Collaborate with Operations and Training to create action plans for agents who do not consistently meet goals.
• Ensuring agents understand and comply with all call center objectives, performance standards, and policies.
• Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary.
• Offers new ideas and suggestions for improvement.
• Identifies and implements new practices and processes tha...