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Call Center Coordinator - QA and Training
Location: Richmond, VA
Essential Duties and Responsibilities:
Perform quality monitoring activities as designated in the quality assurance plan, identify gaps in the current knowledge/training of staff.
Monitor assigned functions, completes monitoring reports, and provides feedback to staff and/or management as appropriate.
Randomly monitors staff related to call monitoring, community outreach, data entry, and overall customer service functions.
Calibrate internal and external call monitoring sessions and results between the Supervisors, QC, QA and the State.
Provide the Sr. Manager – Operations and Supervisor – Operations with updates on all issues regarding quality assurance and reports all employee related issues heard during monitoring sessions.
Ensure activities and processes are in compliance with both company QA standards and applicable contractual standards. Interprets quality standards and provides support to facets of project to further quality assurance goals. Trains staff for the purpose of achieving or maintaining quality assurance goals.
Maintain the internal database to ensure the integrity of the data input is correct and accurate.
Provide reporting documentation that supports the need of the QA/Training department to maintain adequate records of all calls recorded.
Assist with leading or facilitating training sessions as deemed necessary by the QA/Training Supervisor.
Research, plan, organize, and conduct training programs, seminars.
Minimum Requirements:
High School Diploma with 1-2 years of experience.
May have additional training or education in area of specialization.
Work on assignments that are routine in nature, with responsibilities easily learned on the job.
Acquire job skills and learns applicable policies and procedures to complete routine tasks.
Able to read, understand & perform assignments within prescribed guidelines.
Communicate routine information in a clear and accurate way with internal & external contacts.
ABBTECH is an EOE/Minorities/Women/Disabled Individuals/Veterans
