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CC Workforce Mgmt and QA Analyst

Location
Sumter, South Carolina
Job Type
Permanent
Posted
7 Sep 2022
SUMMARY:

The Call Center Workforce Management and Quality Assurance position possesses detailed knowledge of all call center functions including Loans, E-Services, Member Service, and Accounts Control and must be able to work with other employees/managers to ensure that work is performed in accordance with established policies and procedures. This position requires the ability to communicate effectively including coordination and cooperation with respective manages. These communication skills must translate effectively through voice, written, and electronic means. Quality Assurance (QA) is responsible for assessing the quality of performance for the call center agents who assist our existing and potential members. QA will monitor inbound calls and secure message responses to assess agent's demeanor, technical accuracy, member service experience, and conformity to company policies and procedures. This individual will develop, maintain and implement call center quality processes and procedures; as well as make recommendations for enhancements to training materials as needed to enhance the overall experience.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:
  • With respective managers, design e call monitoring formats and quality standards. Oversee and maintain Uptivity recording software.
  • Ensures quality reviews are conducted and analyzes the evaluations to identify trends and opportunities to improve the performance and overall quality.
  • Utilize the principles of continuous process improvement to streamline and enhance the operation of the call centers.
  • Uses quality monitoring to compile and track performance at team and individual level.
  • Performs quality monitors of secure/chat message email responses.
  • Provides actionable data to various internal support groups as needed.
  • Lead calibration sessions with call center leadership team to ensure coaching consistency across the Call Centers.
  • Provide feedback to Department Managers. Maintain positive, consistent and effective communication with agents, peers and superiors.
  • Recommend changes necessary to ensure quality performance and efficiencies.
  • Work in conjunction with training to ensure participation with new programs, new hire classes, existing programs and/or changes to program.
  • In coordination with respective managers, coach agents on performance improvement. Identify opportunities for training and assist in developing virtual and in-house training sessions.
  • Seek knowledge to improve individual skills and knowledge in delivering positive and constructive feedback.
  • Recommend changes and participate in analysis of call flow and procedures to improve efficiency and quality of our member experience.
  • Strong data analytics ability with proven experience working with data and analytic tools to run Call Center Reports.
  • Report scoring metrics and action plans to the Call Center Managers.
  • Monitors and reports program performance against service level agreements and performance standards, initiating improvement actions when opportunities are identified.
  • Effectively and efficiently manage resources to ensure that the department's targets are met. This will include staffing levels, equipment and resources are available and adequately utilized.
  • With respective managers, conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
  • Collect and analyze call-center statistics (abandoned rates, SLA, service metrics etc.)Prepare reports for different departments and upper management on KPI's.
  • Perform other duties as assigned.

EDUCATION and/or EXPERIENCE:

High school diploma or general education degree (GED); and three to five years related experience and/or training; or equivalent combination of education and experience. Thorough knowledge of credit union's computer systems for performing basic input/output tasks.
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Details

  • Job Reference: 706391706-2
  • Date Posted: 7 September 2022
  • Recruiter: Safety National
  • Location: Sumter, South Carolina
  • Salary: On Application
  • Sector: Consulting & Corporate Strategy
  • Job Type: Permanent