Call Center QA Lead & Training Coach

Courtesy Products, Inc.; St. Louis (MO); Hybride; USD 42 000 - 56 000; Plein temps

Avantages offerts par ce poste

Medical Insurance

401(k) Retirement Plan with Company 
%

Paid Time Off (PTO)

Tuition Reimbursement

Paid Training

Career Advancement Opportunities

Life Insurance & AD&D Coverage

Disability Coverage

Résumé du poste

TKC Holdings, Inc. is seeking a Quality Assurance Coordinator for its hybrid call center team in the St. Louis area. The role focuses on identifying agents not meeting quality standards and coaching needs, while analyzing trends to drive process improvements.

The position reports to the Call Center Manager and requires developing training materials and call scripts in collaboration with upper management. A strong background in call monitoring and Microsoft Office is preferred.

Qualifications

• High school diploma or equivalent required.
• Bachelor’s degree preferred.
• One-year CSR training experience preferred.
• Two years customer-service experience preferred.
• Experience monitoring contact center calls preferred.
• Experience with Cisco phone systems preferred.
• Knowledge of CSI/Virtual Observer preferred.
• Proficiency in Microsoft Office (Word, Excel, Outlook, PowerPoint).
• Maintain confidentiality.
• Experience training on computers and technical procedures.

Responsabilités

• Monitor recruiting calls to ensure quality standards.
• Identify agents not meeting quality standards and recommend coaching.
• Use quality scorecards.
• Identify trends or opportunities and recommend changes.
• Develop training materials.
• Build call scripts and recordings with upper management.
• Serve as backup to management.
• Other responsibilities as needed.

Connaissances

CSR training

Customer service

Call monitoring

Cisco phone systems

CSI/Virtual Observer

MS Office

Confidentiality

Technical training

Formation

High school diploma or equivalent

Bachelor’s degree preferred

Outils

Cisco phone systems

Microsoft Office Suite

CSI/Virtual Observer

Description du poste

TKC Holdings, Inc. is seeking a Quality Assurance Coordinator for its hybrid call center team in the St. Louis area. The role focuses on identifying agents not meeting quality standards and coaching needs, while analyzing trends to drive process improvements.

The position reports to the Call Center Manager and requires developing training materials and call scripts in collaboration with upper management. A strong background in call monitoring and Microsoft Office is preferred.