Job DescriptionResponsible for coaching the overall service quality and compliance of processes and procedures for all customer-facing employees. Evaluates individual staff performance by regular work observation, maintaining performance scores and quality monitoring.Responsibilities:Identifying training needs and improvement needs in service processes and procedures.Work closely with Management in the development, implementation, and support of operational policies and procedures that facilitate the attainment of departmental and organizational goals.This position requires working with call center management in Europe to ensure that frontline call center employees offer excellent service through regular monitoring and coaching.Evaluates and records the quality and performance for all employees with customer interactions and all other quality assurance procedures and assist with call volume as needed.Provides data reports for performance reviews and incentive/rewards programs.Provides coaching/guidance based on audit findings and delivers actionable performance feedback to employees.Identifies adverse performance trends and patterns.Provides input and assists with the development of additional training or policy and procedure changes that may be required to enhance service productivity.Continually calibrate QA checklists by department with the cooperation of departmental management staff.Mentors newly hired employees to ensure a smooth transition into the production environment.Maintains a thorough working knowledge of policies, procedures, and benefits across all departments.Contributes to planning and participates in calibration sessions with other members of Management.Other duties as assigned by Management.Qualifications:Strong knowledge of call center quality and monitoring principles.Proficient in MS Office products (Word, Excel, Outlook, and PowerPoint).Willing to learn monitoring and feedback principles for customer interactions.Ability to actively listen to live and recorded calls.Languages (French, English, Spanish).#J-18808-Ljbffr