Call Center Quality Assurance Coordinator

Keefesupply; St. Louis, Northern (MO, KY); Hybrid; USD 42,000 - 56,000; 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: STD, LTD, Critical

Job summary

TKC Holdings, Inc. is seeking a Quality Assurance Coordinator in the St. Louis area for a hybrid role.

Primary duties include monitoring calls to ensure quality, identifying underperforming agents, and coaching with management. The position requires developing training materials and call scripts, and acting as a back-up to management. The role emphasizes a blend of in-office and remote work, with shifting schedules Monday–Friday and rotating Saturdays.

Qualifications

• High school diploma or equivalent required;Bachelor's preferred.
• Experience monitoring contact center calls and knowledge of CSI/Virtual Observer.
• Excellent editing, proofreading, problem solving and service recovery skills.

Responsibilities

• Monitor recruiting calls to ensure quality standards are met.
• Identify agents not meeting standards and recommend coaching.
• Use quality scorecards to track performance.
• Identify trends and propose changes for improvements.
• Develop training materials and call scripts with management.
• Serve as back-up to management and other duties as needed.

Skills

Editing & proofreading

Problem-solving

Service recovery

Confidentiality

Monitoring calls

Education

High school diploma or equivalent

Bachelor's degree preferred

Tools

Cisco phone systems

CSI/Virtual Observer

Microsoft Office

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

• 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