Call Center Quality Assurance Coordinator

Courtesy Products, Inc.; St. Louis (MO); On-site; USD 42,000 - 56,000; Full time

Benefits offered by this job

Medical Insurance

401(k) Retirement Plan with Company 
%

Paid Time Off (PTO)

Tuition Reimbursement

Paid Training

Career Advancement Opportunities

Life Insurance & AD&D Coverage

Disability Coverage

Job summary

TKC Holdings, Inc. is seeking a Quality Assurance Coordinator for its hybrid call center team in the St. Louis area. The role focuses on identifying agents not meeting quality standards and coaching needs, while analyzing trends to drive process improvements.

The position reports to the Call Center Manager and requires developing training materials and call scripts in collaboration with upper management. A strong background in call monitoring and Microsoft Office is preferred.

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 preferred.
• Experience with Cisco phone systems preferred.
• Knowledge of CSI/Virtual Observer preferred.
• Proficiency in Microsoft Office (Word, Excel, Outlook, PowerPoint).
• Maintain confidentiality.
• Experience training on computers and technical procedures.

Responsibilities

• Monitor recruiting calls to ensure quality standards.
• Identify agents not meeting quality standards and recommend coaching.
• Use quality scorecards.
• Identify trends or opportunities and recommend changes.
• Develop training materials.
• Build call scripts and recordings with upper management.
• Serve as backup to management.
• Other responsibilities as needed.

Skills

CSR training

Customer service

Call monitoring

Cisco phone systems

CSI/Virtual Observer

MS Office

Confidentiality

Technical training

Education

High school diploma or equivalent

Bachelor’s degree preferred

Tools

Cisco phone systems

Microsoft Office Suite

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.

About This Position

Full Time/Full Benefits

Schedule shift Mon - Friday: 7:30a to 4:30p Rotating 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