Call Center Quality Assurance Coordinator

Keefesupply; Missouri; Hybrid; USD 42,000 - 56,000; Full time

Benefits offered by this job

Medical, Dental & Vision Insurance

401(k) Retirement Plan with Company M​

Paid Time Off (PTO)

Tuition Reimbursement

Paid Training

Job summary

TKC Holdings, Inc. is seeking a Quality Assurance Coordinator in the Saint Louis area to monitor calls, ensure quality standards, and drive coaching improvements. The role blends in-office and remote work, reporting to the Call Center Manager.

Qualifications include a high school diploma, a preferred Bachelor's degree, and 1–2 years of CSR experience with knowledge of Cisco phones and CSI/Virtual Observer. Strong proofreading and MS Office skills are essential.

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.
• Proficient in Microsoft Office (Word/Excel/Outlook/PowerPoint).
• 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 recommend coaching.
• Use quality scorecards to assess performance.
• Identify trends or opportunities and recommend changes.
• Develop training materials for agents and supervisors.
• Build scripts for calls and recordings with management input.
• Act as backup to management as needed.
• Handle other duties as assigned by the Call Center Manager.

Skills

Editing

Problem solving

Service recovery

Confidentiality

Training

Education

Bachelor's degree

Tools

Cisco phone systems

CSI/Virtual Observer

Job description

Work Location

Hybrid

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