Description / Requirements

• Monitors, evaluates and / or audits a sampling of inbound and/or outbound calls and other contact methods including chat and email

• Reports results of evaluations to appropriate Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners)

• Participates in calibration sessions/call listening sessions with Quality Leadership staff, Operations, Program Management and clients to ensure scoring consistency and best practices

• Participates in internal quality audits (e.g. periodic audits of existing processes to determine process control and efficiencies) designed to improve overall contact quality and recommend changes

• Maintains strong program knowledge base; basic understanding of client products, services and/or program strategies

• Participate in quality task forces with Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners)

• Meet departmental productivity requirements (e.g. number of calls monitored per month, number of emails evaluated, etc)

• Complete phone time to keep current on programs (as applicable)

• Contribute to maintaining forms and legends documents

• Support management focus on review of key drivers, metrics and operational processes (including Training) that drive Balanced Scorecards and count profitability goals

Additional Requirements:

• Bachelor’s Degree in related field from a four-year college or university with less than one year of relevant experience preferred

• Excellent Verbal and Written communications skills

• Proficient with Feedback & Coaching skills

• Must have the ability to work under pressure

• The applicant should be proficient with MS office (PowerPoint, Excel, Word)

• Drive for self-learning and knowledge enhancement

• Flexible in working in all shifts as per the client requirements

• Must have analytical abilities to analyse data, trends from effectiveness surveys