Quality Co-ordinator/Quality Analyst

Position Overview

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The job holder will be responsible for assessing the quality of the performance of our call center associates who deal with our existing and potential customer. The Quality Co-ordinator will monitor inbound, outbound call and social Media responses to assess associates demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures. This individual will assist in developing, creating and implementing call center quality processes and procedures; as well as making recommendation for enhancements to training materials as needed to enhance the overall call center energy & customer's experience.

• The Quality Co-ordinator will be responsible for assessing the quality of the performance of our call center associates who deal with our existing and potential customer.
• This individual will assist in developing, creating and implementing call center quality processes and procedures; as well as making recommendation for enhancements to training materials as needed to enhance the overall call center energy & customer's experience.