Quality Assurance Lead

Job Status: Full Time, Employee Base Pay: Less than Additional Pay: Commensurate with Experience Category: Customer Support/Client Care Req'd Experience: Less than 1 Year Reference Code: 11751BR   |   Email This Job   |   Company Jobs Job Description The Quality Assurance Lead is responsible for the development and delivery of quality assurance disciplines within the Westlake Contact Center. Responsible for the ongoing coaching and development of new call center agents. Responsible for the upkeep and consistency of the Quality Assurance guidelines. Works closely with the operation leaders to identify gaps where supplemental and/or development training may be needed.Responsible for analyzing areas of improvement to identify quality needs. Participates with implements quality promotions and associated recognition. Responsible for tracking and reporting of contact observations. Performs root cause analysis for customer complaints and identify areas of improvement.Responsibilities Responsible for the monitoring and evaluating of Customer Care Representatives to ensure quality standards and client specifications are met. Monitors and evaluates call center Customer Care Representatives performance according to quality specifications and requirements. Maintains accurate quality data in order to document performance of call center agents. Measures, reports and calibrates team and call center performance on a daily, weekly, and monthly basis. Advises and coaches Team Leaders on monitoring agents effectively and in accordance with guidelines. Calibrates quality scores with Team Leaders and call center agents and provides constructive feedback on areas of improvement including evaluation of coaching effectiveness in achieving quality goals. Creates, develops, and implements quality programs and competitions to promote quality initiatives. Gives constructive feedback in oral and written form May respond to inbound telephone calls from clients or end users.QualificationsQualifications• Minimum 2 year of experience as a Customer Service Agent or Senior Call Center Agent. Bachelor’s degree or equivalent experience.• Ability to build and maintain effective relationships across the organization • Strong organizational, time-management, and planning skills• Must be proficient in Word, Excel, and Power Point, or other publishing software• Ability to occasionally work a flexible schedule.The First American Corporation is an Equal Employment Opportunity/Affirmative Action employer. Qualified applicants are considered for employment and employees are treated during employment without regard to race, color, religion, gender, sexual orientation, national origin, age, physical or mental disability, medical condition, religion, marital status or veteran status, or any other characteristic protected by state or federal law.   |   Email This Job   |   Company Jobs