Customer Experience /Quality Assurance Supervisor

he Quality Assurance Supervisor will serve as the Customer Experience Supervisor - and is responsible for assessing the quality performance of the telephone department when interacting with existing and potential customers verbally and non-verbally.

JOB SUMMARY: The Quality Assurance Supervisor  will serve as the Customer Experience Supervisor - and is responsible for assessing the quality performance of the telephone department when interacting with existing and potential customers verbally and non-verbally to identify areas of improvement for the overall quality of the customer's experience.

KEY RESPONSIBILITIES:

• Monitor inbound and outbound calls and emails for compliance, process improvements and accuracy and make recommendations for correcting

• Lead calibrations with Clients and Operations to analyze problems and optimize processes.

• Use customer service expertise to assess existing practices and procedures for process improvement opportunities

• Notify respective Operations and Trainers of any persistent problems associated with individual performance or procedures that require enhancement

• Prepare and analyze internal and external quality reports

• Provide coaching and feedback associated with performance as requested

• Perform other duties as assigned

KEY COMPETENCIES

• Have at least 1-2 years' experience in a similar role.

• Have excellent written and verbal communication.

• Have strong knowledge of Microsoft Office (including Excel, PowerPoint, Word)

• Able to think outside the box.

• High School Diploma.

SPECIAL CONDITIONS OF EMPLOYMENT:

• Be prepared to work extended hours including weekends