Supervisor Quality - Call Center

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Job Summary:

Responsible for the day to day supervision and coaching of the QA Agents, monitoring and evaluating all call recordings for the call center to ensure consistency across business units and a continually improved customer experience

Responsibilities:

• Assist the Operations department in achieving goals by mentoring, coaching and training QA agents
• Analyze data derived from call monitoring to drive results and actions plans from root cause analysis.
• Collaborate with Operations and Training to create action plans for agents who do not consistently meet goals.
• Ensuring agents understand and comply with all call center objectives, performance standards, and policies.
• Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary.
• Offers new ideas and suggestions for improvement.
• Identifies and implements new practices and processes that are “best in field".
•  Demonstrates a commitment to customer service; anticipates, meets and exceeds expectations by solving problems quickly and effectively; making customer issues a priority.
•  Confers with reporting manager on complex or unusual situations.
•  Exchanges knowledge and information with other iQor facilities to ensure best practices are shared throughout the iQor organization.
• Ensures 100% adherence to all company policies and procedures (i.e. Security, Health, Safety and Quality).
•  Maintains discretion and confidentiality in all areas pertaining to systems, data and proprietary information, whether internal to iQor or customer specific.
•  Interprets a variety of instructions furnished in written, oral, diagram or schedule form.
•  Understands and embraces the business and call center operations strategic direction.
• Performs other duties as assigned.

Skills Requirements:

• 3 or more years of call center experience in collections/sales/customer service/technical support.
• 1 or more years of call quality experience.

Education Requirements:

High school diploma, G.E.D., Trade/Vocational School certificate or equivalent required.

Physical Requirements:

Occasionally exert up to 10 lbs. of force to push, pull, lift or otherwise move objects. Have visual acuity to perform activities such as preparing and analyzing data; and/or viewing a computer terminal. Speak, listen, type and/or sit for extended periods of time. Consistent attendance is an essential function of the job.

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