What are the responsibilities and job description for the Call Quality Specialist position at Anovo Specialty Pharmacy?
The Call Quality Specialist is responsible for monitoring calls and providing a quality score for all calls based on call observations and customer interaction objectives. The Call Quality Specialist will review calls and coach employees to meet and exceed quality standards and key performance objectives. Assist with virtual as well as in-house training of new employees and create plans for ongoing training needs based on call observation trends.
ESSENTIONAL FUNCTIONS:
The 6-10 major responsibility areas of the job. Weight: (%) Total = 100%
· Create scripts for new products
· Listen in on incoming and outgoing calls to ensure excellent customer service and effective product presentation
· Train new hires on the importance of following scripts and on best practices during a call
· Monitor operators’ product knowledge, ability to handle objections and call closure
· Track performance of individual scripts and operators
- Prepare quality reports for management team
- Exhibits focus, high energy, and compassion to complete each QA session in order to move on to the next one.
- Identify opportunities for training and assist in developing virtual and in-house training sessions.
- Provide feedback from a position of support and success for the agents.
- MINIMUM QUALIFICATIONS TO ENTER THE JOB:
- Formal Education and/or Training: · High school or equivalent (Required)
- Years of Experience: · 4-6 years experience in a call center/customer service environment · 2 years of experience in training employees
- Licensures/Certification: N/A
- Computer or Other Skills: · Excel
- Knowledge and Abilities:
- Teamwork
- Coaching
- Listening skills
- Excellent interpersonal skills
- Sales and/or teaching ability
- Knowledge of office administrative procedures.
- Proficient in relevant software applications.
Job Type: Full-time
Pay: $23.55 - $24.48 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Schedule:
- 8 hour shift
Education:
- High school or equivalent (Preferred)
Experience:
- call quality: 1 year (Required)
Shift availability:
- Day Shift (Preferred)
Work Location: One location