Responsible for monitoring and evaluating staff members on the quality and process of work performed as measured against standards
Job Summary
Responsible for monitoring and evaluating staff members on the quality and process of work performed as measured against standards.
Conduct agent monitoring activities, while providing live in the moment coaching for quality assurance purposes.
Research, analyze, identify, and evaluate data from assigned tasks to evaluate existing and potential trends and issues while recapping for leadership.
Matching Summary
Responsible for monitoring and evaluating staff members on the quality and process of work performed as measured against standards.
Skills & Requirements
Must-have
Monitor and evaluate staff performance
Analyze and distribute findings
Conduct agent monitoring and coaching
Report on agent activity and productivity
Research and evaluate data trends
Nice-to-have
Proficient in policies and procedures
Assist in developing new procedures
Key Requirements
Proficient and up-to-date on policies and procedures