Quality Assurance Trainer
CurrentMonitor inbound and outbound calls, chats, and email responses to assess coordinators demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures. Assist in developing, creating, and implementing call center quality processes; as well as make enhancements to training materials and class modules as needed to enhance overall customer experience. Perform call monitoring and provide trend date to site management team. Plan, conduct, coordinate, and implement comprehensive training modules. Provide actionable data to various internal support groups as needed. Coordinate and facilitate call calibration sessions. Provide feedback to call center team leaders, managers and trainers. Participate in the design of call monitoring formats and quality standards. Utilize quality monitoring data management system to compile and track performance at a team and individual level. Prepare and analyze internal and external quality reports for management to review. Oversee the integrity of the centralized department knowledge base. Monitor customer care email and chat responses and identify and develop improvement opportunities as deemed necessary. Performs other duties as assigned.
