Responsibilities:

 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 strong program knowledge base; 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 focus on review of key drivers, metrics and operational processes

(including Training) that drive Balanced Scorecards and count profitability goals

Additional Requirements:

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

preferred

 Excellent Verbal and Written communications skills

 Proficient with Feedback & Coaching skills

 Must have the ability to work under pressure

 The applicant should be proficient with MS office (PowerPoint, Excel, Word)

 Drive for self-learning and knowledge enhancement

 Flexible in working in all shifts as per the client requirements

 Must have analytical abilities to analyse data, trends from effectiveness surveys