What are the responsibilities and job description for the Customer Service Quality Monitor position at Garnet River LLC?
We are currently seeking a Customer Service Quality Manager. This is a full-time position working for a company that creates and delivers technological solutions in the public transportation sector to make people's lives easier by simplifying their daily journeys.
Job Summary
Conduct quality monitoring, scoring, and reporting processes for client customer contact centers. Monitors all assigned customer service representatives monthly and report on their performance using predefined metrics. Instruct staff on quality monitoring processes and procedures to ensure all activities are properly calibrated. This position typically works under general supervision and direction.
Essential Job Duties and Responsibilities:
- Manages customer service quality monitoring, scoring, and reporting processes for multiple contact centers.
- Analyze and publish individual and group quality monitoring performance reports.
Monitors, evaluates, and scores customer service staff interactions in the form of phone calls, emails, and live chats. Documents the results of monitoring sessions within a proprietary database. - Conduct individual and group monitoring feedback sessions.
- Recommends corrective actions for individual contact center staff members.
- Provides procedural improvements for customer services representatives.
- Collaborates with the training of staff responsible for quality monitoring and coaching.
- Participates and conducts quality calibration sessions to ensure consistency of all performed evaluations.
- Assists training group with training materials as they relate to customer service skills.
- Gathers and reports of customer feedback gathered during all monitoring activities.
- Strong communication skills and comfortable presenting data to the client.
- High school degree or equivalent plus a minimum of 2 years' phone-based customer service experience and/or quality monitoring and reporting experience.
- Prior CRM experience, preferably with Microsoft Dynamics required.
- Excellent oral, written, and interpersonal communication skills.
- Exceptional listening, coaching and analytical skills.
- Strong knowledge of customer service processes and methodologies.
- Demonstrated ability to work well in a team environment.
- Flexibility to occasionally work off hours to monitor early morning and evening staff.
- May require travel to remote offices within the US to conduct onsite monitoring and calibration sessions.
- The description provided above is not intended to be an exhaustive list of all job duties, responsibilities, and requirements. Duties, responsibilities and requirements may change over time and according to business need.
Garnet River is a full-service information technology company that customizes solutions for its clients. We solve challenges through staff augmentation, project-based teams and technical solutions. Our staffing division works as a recruiting arm for companies in the region and across the country. Clients turn to us to help them find professional talent.
Garnet River LLC is an Equal Employment opportunity/Affirmative Action (EEO/AA) employer. Minorities/Female/Disabled/Veteran (M/F/D/V)
Salary : $23
