Call Center Quality Assurance Coordinator

Keefe Group, LLC; Missouri; Hybrid; USD 45,000 - 65,000; Full time

Job summary

Keefe Group, LLC in the St. Louis metro area is hiring a Quality Assurance Coordinator in a hybrid role. You will monitor calls to ensure quality, identify agents not meeting standards, and coach as needed, reporting to the Call Center Manager.

The position requires a high school diploma (Bachelor's preferred) and 1–2 years of CSR or contact center experience. Familiarity with Cisco phones, CSI/Virtual Observer, and Microsoft Office is a plus. Full benefits are included.

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.
• 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.
• Maintain confidentiality.
• Experience in training on computers and technical procedures.

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 with upper management.
• Be the back up to management.
• Other responsibilities as determined by our needs.

Skills

CSR training experience

Customer-service experience

Call monitoring

Editing & proofreading

Problem-solving

Confidentiality

Training on computers and technical p

Education

High school diploma or equivalent

Bachelor's degree preferred

Tools

Cisco phone systems

CSI/Virtual Observer

Microsoft Office Suite

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