Title Representative, Quality Assurance
Department Consumer Care
Position reports to Assistant Manager, QA & Training
Direct reports None
Travel None
Location St. Louis Corporate Office
FLSA Non-Exempt
Grade CST 18
What We Do – Accountabilities
• Assures timely production, feedback and detailing of associate QA evaluations by using sound judgment, integrity, and subject matter expertise.
• Assures accurate business knowledge for:
• Timely organization of learning materials.
• Facilitation and coaching in classroom training.
• Documenting learning gaps, trends and opportunities.
• Assures partnering and collaboration with Consumer Services Management team on associates’ Quality Assurance and Training performance feedback.
Essential Functions
• Responsible for creation, maintenance and production of evaluations for all contact center interactions.
• Participates in training sessions by using training best practices, positive leadership and excellent communication skills.
• Develop and execute call calibration sessions for call center staff as needed.
• Assists in improving structure and evaluating group results of Quality Assurance scores to ensure effectiveness and consistency across entire contact center.
• Performs QA on new hires and provides associate and supervisor developmental feedback.
• Responsible for maintaining proper confidentiality to sensitive issues and associate information.
• Recommends areas of opportunity to improve customer experience and/or increase agent efficiency.
• Records QA data accurately into data management system.
• Champions the quality function and educates contact center staff on relevant quality issues.
• Ensures consistent understanding and application of quality requirements by providing ongoing coaching, and assisting with skills training and facilitating education and calibration sessions.
• Takes initiative to stay educated in current best practices with Quality Assurance and Training practices.
• Maintains business and technical knowledge of day to day front line associate expectations.
Preferred Qualifications & Education
• High School Diploma (with some college preferred)
• Excellent written, verbal communication and presentations skills
• Strong logical reasoning and ability to be objective
• Attention to detail and problem solving skills
• Excellent organizational, time management skills
• Ability to multi-task and quickly navigate between several systems quickly
• Assertive and inquisitive personality with strong interpersonal skills
• Ability to work in a high pace environment independently
• Leadership and coaching skills with the ability to communicate at all levels of management
• Prior training/facilitating experience preferred
• 1 year Customer Service, retail experience
• MS Word, Intermediate MS Excel, Outlook , MS PowerPoint
