Hybrid Call Center QA Specialist

TKC Holdings, Inc.; St. Louis (MO); Hybrid; USD 42,000 - 58,000; 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

Career Advancement Opportunities

Life Insurance & AD&D Coverage

Voluntary Benefits including Short- &

Job summary

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.

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.
• Experience with Cisco phone systems.
• Knowledge of CSI/Virtual Observer.
• Experience in training on computers and technical procedures.
• Proficient with Microsoft Office applications.

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 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.

Skills

CSR training

Customer service

Call monitoring

Quality improvement

Training development

Call scripting

Management backup

Microsoft Office

Education

High school diploma or equivalent

Bachelor's degree preferred

Tools

Cisco phone systems

CSI/Virtual Observer

Microsoft Office (Word, Excel, Outlook, PowerPoint)

Job description

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.