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- Monitors and evaluates the quality of inbound and/or outbound telephone calls and other customer contact methods (e.g., email, chat) for accuracy and adherence to quality standards.
- Documents quality issues and performance measures for management review.
- Provides information to assist in the feedback and formal education process of individuals on the phone.
- Positions on this level are fully proficient in executing established standards. Works independently within set frames and follows set course.
- Has a knowledge base typically acquired from a professional/university degree and approximately 1-2 years of practical professional experience in a particular area.
- Develops own knowledge, shares best practice and develops relevant/appropriate solutions.
- Positions at this level are expected to continuously improve the day-to-day activities/processes.
- Can be a formal team leader of more junior co-workers and may set day-to-day operational objectives.
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