Call Center Quality Analyst/Trainer

Job Description

Job Description

POSITION SUMMARY

The Quality Assurance / Trainer (QA / T) is responsible for establishing and improving processes that ensure the Customer Service (CS) team is well-versed in the policies, procedures, product knowledge, and services offered by PATH.

The QA / T will ensure that CSRs meet the customer service metrics for quality standards to achieve optimum customer service initiatives and customer satisfaction.

The QA / T will also assist in ensuring that all CSRs are properly trained and equipped to handle customer inquiries, verbal and written.

High level of knowledge of CSR functions and responsibilities.

ESSENTIAL DUTIES AND RESPONSIBILITIES :

• Monitor daily phone calls of CSRs to ensure accurate and timely information is provided to customers.
• Monitor customer email responses to ensure their issues or problems are professionally addressed in a timely manner.
• Train personnel in their assigned task and responsibilities and evaluate performance.
• Communicate with supervisor and manager regarding activities on training projects.
• Coordinate with supervisor for various issues that develop.
• Evaluate CSRs' performance and recommend an appropriate course of training.
• Ensure proper record keeping and documentation of training activities.
• Document quality issues and performance measures.
• Build and develop strong inter-personal relationships with the team, to cohesively bond them together with PATH's vision and core values for the customers.
• Help agents improve their performance with specific instructions and constant support.
• Comfortable with classroom training and public speaking

EDUCATION AND WORK EXPERIENCE :

• Bachelor’s Degree preferred or 120 credit hours. Required : Associates or 60 credit hours
• Proficient in Microsoft Office Suite; CRM
• Intermediate Excel Proficiency
• Ability to coach and mentor customer service representatives. Promote employee engagement and, collaboration.
• Ability to prioritize and balance multiple responsibilities and projects.
• Detail oriented, with the ability to provide detailed feedback to representatives.
• Excellent verbal, and written, interpersonal and listening communication skills.
• Strong problem analysis and solving skills.
• Extensive knowledge of customer service policies, procedures, and principles.
• Strong leadership, and team building skills.
• Ability to handle problems quickly and efficiently.
• Comfortable with public speaking and high communication skills
• Shift schedules may vary and are subject to change based on customer service need.

This job description is not intended to be and should not be construed as an all-inclusive list of responsibilities, skills, or working conditions associated with this position.

While this position description is intended to accurately reflect the position's activities and requirements, management reserves the right to modify or remove duties as necessary.