Call Center Quality Assurance Coordinator

Inmate Calling Solutions, LLC; Missouri; Hybrid; USD 45,000 - 65,000; Full time

Benefits offered by this job

Medical Insurance

401(k) with company match

Paid Time Off

Tuition Reimbursement

Paid Training

Career Advancement

Life Insurance

Disability coverage

Job summary

TKC Holdings, Inc. is seeking a Quality Assurance Coordinator in the St. Louis area. You will monitor calls, coach agents to meet quality standards, and develop training materials and scripts in collaboration with management.

The role is hybrid, reporting to the Call Center Manager, and requires a high school diploma (Bachelor's preferred) with CSR and customer-service experience.

Qualifications

• High school diploma or equivalent required.
• Bachelor's degree preferred.
• 1 year CSR training experience preferred.
• 2 years customer-service experience preferred.
• Experience monitoring contact center calls.
• Experience with Cisco phone systems.
• Knowledge of CSI/Virtual Observer.
• Excellent editing and proofreading skills.
• Excellent problem-solving and service recovery skills.
• Microsoft Office (Word, Excel, PowerPoint) proficiency.
• Maintain confidentiality.
• Experience training on computers and technical procedures.

Responsibilities

• Monitor recruiting calls to ensure quality standards are met.
• Identify agents not meeting quality standards and coach accordingly.
• Use quality scorecards to assess performance.
• Identify trends and opportunities for changes and improvements.
• Develop training materials.
• Build scripts for calls and recordings with management.
• Provide backup to management.
• Other responsibilities as needed.

Skills

Quality assurance

Call center monitoring

Problem-solving

Editing and proofreading

Training on computers

Confidentiality

Education

High school diploma or equivalent

Bachelor's degree preferred

Tools

Cisco phone systems

CSI/Virtual Observer

Microsoft Office

Job description

Overview

TKC Holdings, Inc - comprised of Trinity Services Group, Keefe Group, and Courtesy Products - is a mid market respected leader in the corrections and hospitality industries for more than 40 years. With thousands of team members across the country, we continue a tradition of innovation, integrity, and success. TKC is committed to delivering excellent products and services, exceeding customer expectations, and empowering the career development of every team member.

We are proud to be a military and veteran-friendly employer.

Benefits

We care about our employees and offer benefits that support your health, finances, and career growth.

• Medical, Dental & Vision Insurance
• 401(k) Retirement Plan with Company Match
• Paid Time Off (PTO)
• Tuition Reimbursement
• Paid Training
• Career Advancement Opportunities
• Life Insurance & AD&D Coverage
• Voluntary Benefits including Short-Term Disability, Long-Term Disability, Critical Illness, Accident Coverage, and more.

About This Position

Full Time/Full BenefitsSchedule shift Mon - Friday: 7:30a to 4:30pRotating Saturdays 10:00a to 4:00p*** MUST LIVE IN THE ST. LOUIS METROPOLITAN AREA***

The Quality Assurance Coordinator helps identify agents not meeting quality standards and recommends necessary coaching. You will also identify trends or opportunities to make recommendations for changes and improvements.

This is a hybrid position that will require you to work in the office and remotely. You will report to the Call Center Manager.

Essential Functions/Main Responsibilities

• Monitor recruiting calls to ensure quality standards are met.
• Help identify agents not meeting quality standards and recommend necessary coaching.
• Use quality scorecards.
• Identify trends or opportunities and make recommendations for changes and improvements.
• Develop all training materials.
• Build scripts for calls and recordings, working together with upper management.
• Be the back up to management.
• Other responsibilities as determined by our needs.

What You'll Need

• High school diploma or equivalent required.
• We prefer a Bachelor's degree.
• We prefer one-year CSR training experience.
• We prefer two year's customer-service experience.
• Experience monitoring contact center calls.
• Experience with Cisco phone systems.
• Knowledge of CSI/Virtual Observer
• Excellent editing and proofreading skills.
• Excellent problem-solving and service recovery skills.
• We prefer experience with Microsoft Office Products: Word, Excel, Outlook and PowerPoint
• Maintain confidentiality.
• Experience in training on computers and technical procedures.

EEO Statement

Equal Employment Employer as to all protected groups, including protected veterans and individuals with disabilities.

We maintain a drug-free workplace.

A copy of our Privacy Policy and CA Employee Privacy Notice can be found here:https://tkcholdings.com/privacy-policy-108