Specialist, Training & Quality

• Monitors, evaluates, and/or audits a sampling of inbound and/or outbound calls and other contact methods including chat and email

• Reports results of evaluations to appropriate Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners)

• Participates in calibration sessions/call listening sessions with Quality Leadership staff, Operations, Program Management, and clients to ensure scoring consistency and best practices

• Participates in internal quality audits (e.g. periodic audits of existing processes to determine process control and efficiencies) designed to improve overall contact quality and recommend changes

• Maintains a strong program knowledge base; and a basic understanding of client products, services, and/or program strategies

• Participate in quality task forces with Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners)

• Meet departmental productivity requirements (e.g. number of calls monitored per month, number of emails evaluated, etc.)

• Complete phone time to keep current on programs (as applicable)

• Contribute to maintaining forms and legends documents

• Support management focuses on review of key drivers, metrics, and operational processes (including Training) that drive Balanced Scorecards and count profitability goals

You Have:

• Bachelor's Degree in a related field from a four-year college or university with less than one year of relevant experience preferred

• Effective communication skills, both written and verbal

• Proficient in Microsoft Office

• Ability to multi-task and meet timelines on deliverable

• Detail-oriented