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
monitoring and evaluating staff
quality and process standards
live in the moment coaching
agent activity monitoring
schedule adherence and productivity reporting
Nice-to-have
compassionate and inspired team
mobility-based solutions
safe, compassionate, and inclusive environments
Key Requirements
Proficient and up-to-date on policies and procedures