Quality Assurance Coach: Call Center Excellence

State of Indiana; Indianapolis (IN); On-site; USD 48,000 - 59,000; Full time

Benefits offered by this job

Medical plans

Health savings account

Paid leave

Education reimbursement

Parking

LinkedIn Learning access

Job summary

The State of Indiana is seeking a Call Center Quality Analyst to audit live and recorded interactions and drive service improvements across multiple sites. You will deliver structured feedback to leadership and training teams, conduct mock calls for new hires, and develop targeted coaching for analysts to raise quality standards.

This exempt role emphasizes data-driven practices, collaboration with cross-functional teams, and ongoing development of policies to meet federal and state

Qualifications

• Specialized knowledge in program subject matter obtained through experience and/or education.
• Specialized knowledge of program area including pertinent rules and regulations.
• Extensive knowledge of all source materials and references including federal and state laws governing the programs.
• Ability to develop and implement new principles and policies and discern any far-reaching implications.
• Ability to communicate orally and in writing.
• The ability to apply general rules to specific problems to produce answers that make sense.
• Ability to work effectively with a wide variety of stakeholders.
• Working knowledge of accounting and budget principles.
• Ability to delegate work, set clear direction, and manage workflow.
• Ability to effectively give feedback, provide guidance or corrective action, coach, and develop employee skillsets.

Responsibilities

• Analyzes/audits live and recorded calls, emails, and customer surveys to identify areas of service delivery that did not meet pre-established performance standards within the Call Center.
• Provides structured and timely recommendations; verbal and/or written feedback to Call Center leadership, Call Center operations, and the Training teams.
• Performs mock calls with new hires post-training to determine readiness for moving into support.
• Develops and conducts targeted group coaching sessions for analysts that address Service Quality deficiencies and/or improvement opportunities.
• Uses customer service expertise to assess existing practices and procedures for process improvement opportunities with all Call Center teams and sites.
• Uses Call Center tools to gather data and analyze trends or patterns affecting quality.
• Collaborates with call quality team members to identify and streamline processes and implement process standards that enhance service delivery and the customer experience.

Skills

Call center quality

Coaching

Data analysis

Process improvement

Program management

Leadership

Job description

The State of Indiana is seeking a Call Center Quality Analyst to audit live and recorded interactions and drive service improvements across multiple sites. You will deliver structured feedback to leadership and training teams, conduct mock calls for new hires, and develop targeted coaching for analysts to raise quality standards.

This exempt role emphasizes data-driven practices, collaboration with cross-functional teams, and ongoing development of policies to meet federal and state