Call Center Quality Coach & Training Lead

TKC Holdings, Inc.; Missouri; Hybrid; USD 40,000 - 60,000; 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 including Short-T​D

Job summary

TKC Holdings, Inc. in the St. Louis metropolitan area is seeking a Quality Assurance Coordinator. This full-time, hybrid role will monitor recruiting calls, identify agents not meeting standards, and work with management to coach and improve performance.

You will develop training materials, build call scripts, and analyze trends to recommend changes. The position reports to the Call Center Manager and requires living in the St. Louis area.

Qualifications

• High school diploma or equivalent required.
• Bachelor's degree preferred.
• 1 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 preferred.
• 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 coach as needed.
• Use quality scorecards.
• Identify trends or opportunities and recommend 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

Quality monitoring

Training development

Coaching

Call center experience

Microsoft Office

Education

High school diploma

Bachelor's degree preferred

Tools

Cisco phone systems

CSI/Virtual Observer

Job description

TKC Holdings, Inc. in the St. Louis metropolitan area is seeking a Quality Assurance Coordinator. This full-time, hybrid role will monitor recruiting calls, identify agents not meeting standards, and work with management to coach and improve performance.

You will develop training materials, build call scripts, and analyze trends to recommend changes. The position reports to the Call Center Manager and requires living in the St. Louis area.