Call Center Quality Assurance Coordinator

TKC Holdings, Inc.; St. Louis, Northern (MO, KY); Híbrido; USD 42.000 - 58.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Medical, Dental & Vision Insurance

401(k) Retirement Plan with Company M

Paid Time Off (PTO)

Tuition Reimbursement

Paid Training

Career Advancement Opportunities

Life Insurance & AD&D Coverage

Voluntary Benefits including Short- &

Descripción de la vacante

TKC Holdings, Inc. is seeking a Quality Assurance Coordinator to monitor call quality, identify coaching needs, and support improvements across the call center. The role includes developing training materials, creating scripts, and analyzing trends with management guidance.

The position is hybrid, requires living in the St. Louis metropolitan area, and reports to the Call Center Manager. Strong communication, problem-solving, and confidentiality are essential.

Formación

• 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.
• Experience in training on computers and technical procedures.
• Proficient with Microsoft Office applications.

Responsabilidades

• 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 improvements.
• Develop training materials for agent performance.
• Build call scripts and recordings with management input.
• Serve as backup to management.
• Handle other duties as needed.

Conocimientos

CSR training

Customer service

Call monitoring

Quality improvement

Training development

Call scripting

Management backup

Microsoft Office

Educación

High school diploma or equivalent

Bachelor's degree preferred

Herramientas

Cisco phone systems

CSI/Virtual Observer

Microsoft Office (Word, Excel, Outlook, PowerPoint)

Descripción del empleo

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