🛠 Tech Stack

💼 About This Role

You'll monitor and evaluate agent calls to ensure quality and compliance guidelines. You'll provide coaching and development to agents based on call evaluations. This role directly impacts customer experience and agent performance.

🎯 What You'll Do

• Monitor and evaluate agent calls daily
• Meet departmental and provider evaluation goals
• Coach agents on monitored calls
• Track and document call evaluations and trends

📋 Requirements

• Previous Quality Assurance experience
• Contact center experience mandatory
• Excellent written and verbal communication skills
• Intermediate computer skills

✨ Nice to Have

• Reporting skills
• Higher Excel skills
• Speech Analytics Software knowledge