Hybrid Call Center QA & Training Coordinator

Keefesupply; Missouri; Hybrid; USD 42,000 - 56,000; 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

Job summary

TKC Holdings, Inc. is seeking a Quality Assurance Coordinator in the Saint Louis area to monitor calls, ensure quality standards, and drive coaching improvements. The role blends in-office and remote work, reporting to the Call Center Manager.

Qualifications include a high school diploma, a preferred Bachelor's degree, and 1–2 years of CSR experience with knowledge of Cisco phones and CSI/Virtual Observer. Strong proofreading and MS Office skills are essential.

Qualifications

• High school diploma or equivalent required.
• Bachelor's degree preferred.
• 1 year CSR training experience preferred.
• 2 years customer-service experience preferred.
• Experience monitoring contact center calls.
• Experience with Cisco phone systems.
• Knowledge of CSI/Virtual Observer.
• Proficient in Microsoft Office (Word/Excel/Outlook/PowerPoint).
• 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 recommend coaching.
• Use quality scorecards to assess performance.
• Identify trends or opportunities and recommend changes.
• Develop training materials for agents and supervisors.
• Build scripts for calls and recordings with management input.
• Act as backup to management as needed.
• Handle other duties as assigned by the Call Center Manager.

Skills

Editing

Problem solving

Service recovery

Confidentiality

Training

Education

Bachelor's degree

Tools

Cisco phone systems

CSI/Virtual Observer

Job description

TKC Holdings, Inc. is seeking a Quality Assurance Coordinator in the Saint Louis area to monitor calls, ensure quality standards, and drive coaching improvements. The role blends in-office and remote work, reporting to the Call Center Manager.

Qualifications include a high school diploma, a preferred Bachelor's degree, and 1–2 years of CSR experience with knowledge of Cisco phones and CSI/Virtual Observer. Strong proofreading and MS Office skills are essential.