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Job Description

• Coach CSRs/Tier 2s on quality of service to ensure proper procedures are being followed Complete Quality Assurance and coaching session reports on a weekly basis
• Attend and participate in meetings with supervisors and managers to review monitoring lists Attend and participate in partner and internal calibration meetings Research escalated issues and co-deliver coaching opportunities with Team Leaders and Operation Managers
• Report scripting problems or questions from callers to appropriate departments Distribute partner and company related correspondence to all CSRs/Tier 2 team members.
• Perform other duties as assigned

• High school diploma or equivalent (required)
• 1 year of front-line contact center experience (preferred)
• 1-2 years of Quality Assurance experience (preferred)
• Must have BPO International voice experience (no software industry Testers) Intermediate knowledge of MS Excel, MS Word and MS Office (required)
• Ability to type 30 wpm minimum with accuracy
• Strong verbal and written communication skills, including spelling and grammar Excellent organizational and time management skills
• Ability to make fair and consistent judgments and decisions
• Ability to multi-task under high-pressure situations
• Ability to solve problems and offer suggestions in a positive and developmental manner
• Ability to listen attentively to use caller information to analyze and score CSRs/Tier 2 calls
• Ability to perform basic mathematical functions to ensure scoring accuracy Ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds
• Ability to work a variety of shifts including days, afternoons, evenings and holidays.

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