Quality Coordinator III

Service Experts; Richardson (TX); On-site; USD 42,000 - 62,000; Full time

Benefits offered by this job

Competitive pay

PTO & holidays

Medical Insurance

Dental Insurance

Vision Insurance

401(k) Plan

Life Insurance

Disability Insurance

Training programs

Career development

Job summary

Service Experts is seeking a Quality Coordinator to monitor inbound/outbound calls and assess agent performance across demeanor, accuracy, and policy adherence. You will audit emails, chats, and calls, and support calibration sessions to drive continuous improvement in customer experiences.

The role partners with the Support Center leadership to identify service gaps, develop improvement programs, and report findings to the General Manager and Operations Manager.

Qualifications

• 1 year in customer service and/or call center (preferred)
• Excellent verbal and written communication skills
• Ability to navigate multiple systems
• Resolution analysis
• Attention to detail
• Multi-tasking a must

Responsibilities

• Review quality of work and performance of Customer Service Agents through the use of recording system and production applications.
• Provide recommendations for change and participate in analysis of workflows to improve accuracy/efficiency.
• Provide actionable data to track performance at team and individual levels, identifying trends.
• Document issues/concerns to supply feedback to leadership.
• Conduct calibration sessions on calls for all programs with Support Center staff and managers.
• Help agents improve performance with specific instructions and constructive feedback.
• Report team performance to leadership and managers.

Skills

Verbal communication

Written communication

Interpersonal skills

Multi-tasking

Attention to detail

System navigation

Education

High School Diploma/GED

Job description

Welcome!

The Quality Coordinator is responsible for monitoring inbound/outbound calls and assess agent's demeanor, technical accuracy, customer service performance and conformity to company policy. This includes auditing incidents deriving from emails, chats, and telephone interactions along with reviewing and investigating customer survey responses for the Support Center. The Coordinator will also be responsible for facilitating calibration/group sessions regarding our quality program and is responsible for identifying areas of service improvements and developing programs that improve the customer's experience. The Quality Coordinator is responsible for the overall quality of the customer interactions, making improvement recommendations which will be rolled up to the Lead Quality Control Analyst and reported to the Support Center's General Manager and Operations Manager for any action on recommendations.

Key Responsibilities

• Review quality of work and performance of Customer Service Agents through the use of recording system and production applications.
• Provides recommendations for change and participates in analysis of work flows and procedures to improve accuracy/efficiency.
• Provides actionable data to compile and track performance at team and individual level, identifying and recognizing the trends.
• Document issues/concerns to provide feedback to Lead Quality Control Analyst and Operations Manager.
• Conducts calibration sessions on calls for all programs with Support Center Agents, Lead Quality Control Analyst, Team Leads, General Manager and Operations Manager.
• Help agents improve their performance with specific instructions and meaningful constructive feedback.
• Report the team's performance to Lead Quality Assurance Analyst.

Qualifications

• 1 year in customer service and/or call center (preferred)
• Excellent verbal and written communication skills
• Excellent interpersonal communication abilities
• Ability to navigate multiple systems
• Resolution analysis
• Attention to detail
• Multi-tasking a must

What Do We Offer You as a Service Experts Employee?

• Competitive Pay with incentive opportunities
• Paid Time Off and Company Holiday Pay
• Medical, Dental, and Vision Insurance programs
• 401(k) Retirement Savings Plan with company matching contributions
• Life Insurance and disability insurance options
• Supplemental benefit programs
• World Class Training opportunities through our Experts University
• Career Development opportunities

Minimum Experience: 4+ years

Minimum Education: High School Diploma/GED

The job description is not intended to be a complete list of all responsibilities, duties or skills required for the job and is subject to review and change at any time, with or without notice, in accordance with the needs of Service Experts.

Service Experts is committed to making our workplace accessible to individuals with disabilities and will provide reasonable accommodations, upon request, for individuals to participate in the application and hiring process. To request an accommodation, please email [e-mail]