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JOB DESCRIPTION
GENERAL SUMMARY
The Contact Center QA Supervisor is responsible for the oversight and management of the quality of written/oral communication and internal processes of the Contact Center. Position will directly support Data Entry Agents, Adjudication Agents, and Resolutions Agents as well as Team Leads and Supervisors in maintaining departmental standards and works directly with management of the Contact Center and Plan Services to ensure optimal performance of the contact center. This is accomplished by ensuring that agents are adhering to all scripts and appropriately referencing established job aids to meet the Contact Center's expectations. Position is responsible for establishing and maintaining a program that measures and improves the quality in all categories consistently. Position will consistently and frequently monitor calls, provides feedback to include but not limited to coaching and mentoring call center agents. This position will review Activity, Quality Assurance, CSAT and other reports and scores with call center agents as needed.
PRINCIPLE DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned. This job description is intended to describe the general nature and level of work to be performed by the individual assigned to the position. Job results and criteria are intended to describe those functions that are essential to the performance of this job other duties may be assigned.
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