Quality Coach 1

**Description**:**Summary of This Role**:Monitors, evaluates and scores a specified number of calls each month for all clients in order to provide an overall assessment of call center and collections quality.Scores are then entered into a database for tracking and reporting purposes.Quality issues and performance measures are used to insure the highest level of customer service to cardholders while maintaining the integrity of the client.
**What Part Will You Play?
**:- Begins to become familiar with internal processes and client specific call scoring criteria while monitoring random inbound customer service calls and evaluating the quality of calls based on client defined criteria.Provides Customer Service Representatives (CSRs) with basic feedback and coaching to improve the quality of service provided to the supported client's customers.Creates weekly reports outlining the calls evaluated, team member(s) coached for department management and/or supervisor.
- Participa...