Call Center Quality Assurance Coordinator

TKC Holdings, Inc.; Missouri; Hybrid; USD 40,000 - 60,000; Full time

Benefits offered by this job

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 including Short-T​D

Job summary

TKC Holdings, Inc. in the St. Louis metropolitan area is seeking a Quality Assurance Coordinator. This full-time, hybrid role will monitor recruiting calls, identify agents not meeting standards, and work with management to coach and improve performance.

You will develop training materials, build call scripts, and analyze trends to recommend changes. The position reports to the Call Center Manager and requires living in the St. Louis area.

Qualifications

• High school diploma or equivalent required.
• Bachelor's degree preferred.
• 1 year CSR training experience preferred.
• Two 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.
• Experience with Microsoft Office Products: Word, Excel, Outlook and PowerPoint preferred.
• 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 as needed.
• Use quality scorecards.
• Identify trends or opportunities and recommend changes and improvements.
• Develop all training materials.
• Build scripts for calls and recordings, working with upper management.
• Be the back up to management.
• Other responsibilities as determined by our needs.

Skills

Quality monitoring

Training development

Coaching

Call center experience

Microsoft Office

Education

High school diploma

Bachelor's degree preferred

Tools

Cisco phone systems

CSI/Virtual Observer

Job description

Work Location

Hybrid

ST. LOUIS METROPOLITAN AREA

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.

About This Position

Full Time/Full Benefits

Schedule 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.

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.

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