Quality Control Analyst and Trainer
- Assists in the implementation of new and changing guidelines to ensure compliance with company and department policies, procedures and regulations.
- Trains new hires and tenured team members as required.
- Updates department productivity and quality trackers daily and monitors trackers for potential areas of concern. Addresses concerns with individuals or with team leadership as necessary.
- Identifies trends, knowledge gaps, and provides recommendations for improvements to leadership.
- Delivers objective feedback on performance of CSRs; suggests recommendations for training to ensure employees have the skills needed to achieve goals. Works closely with leadership to update training process as necessary.
- Suggests improvements to processes and procedures to reduce waste and improve efficiency of department. What You Have
- High School Diploma or General Education Degree (GED)
- Strong knowledge of tasks supported in a call center environment, normally acquired through 2 or more years of experience.
- Prior leadership experience is a plus
- Competitive Benefits (Medical, Dental, Vision, Short- and Long-Term Disability, 401K w/ match, PTO, and more!)
- A Human Approach
- Career Advancement
- Professional Development Opportunities
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