Call Center QA Lead — Training & Performance Coach

Keefesupply; St. Louis, Northern (MO, KY); Hybride; USD 42 000 - 56 000; Plein temps

Avantages offerts par ce poste

Medical, Dental & Vision Insurance

401(k) Retirement Plan with Company  §

Paid Time Off (PTO)

Tuition Reimbursement

Paid Training

Career Advancement Opportunities

Life Insurance & AD&D Coverage

Voluntary Benefits: STD, LTD, Critical

Résumé du poste

TKC Holdings, Inc. is seeking a Quality Assurance Coordinator in the St. Louis area for a hybrid role.

Primary duties include monitoring calls to ensure quality, identifying underperforming agents, and coaching with management. The position requires developing training materials and call scripts, and acting as a back-up to management. The role emphasizes a blend of in-office and remote work, with shifting schedules Monday–Friday and rotating Saturdays.

Qualifications

• High school diploma or equivalent required;Bachelor's preferred.
• Experience monitoring contact center calls and knowledge of CSI/Virtual Observer.
• Excellent editing, proofreading, problem solving and service recovery skills.

Responsabilités

• Monitor recruiting calls to ensure quality standards are met.
• Identify agents not meeting standards and recommend coaching.
• Use quality scorecards to track performance.
• Identify trends and propose changes for improvements.
• Develop training materials and call scripts with management.
• Serve as back-up to management and other duties as needed.

Connaissances

Editing & proofreading

Problem-solving

Service recovery

Confidentiality

Monitoring calls

Formation

High school diploma or equivalent

Bachelor's degree preferred

Outils

Cisco phone systems

CSI/Virtual Observer

Microsoft Office

Description du poste

TKC Holdings, Inc. is seeking a Quality Assurance Coordinator in the St. Louis area for a hybrid role.

Primary duties include monitoring calls to ensure quality, identifying underperforming agents, and coaching with management. The position requires developing training materials and call scripts, and acting as a back-up to management. The role emphasizes a blend of in-office and remote work, with shifting schedules Monday–Friday and rotating Saturdays.