Job Description
Description
You Will:
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 a strong program knowledge base; and a basic understandi...