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 agentsAnalyze 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.