Job description :

Monitors and evaluates the quality of inbound and/or outbound telephone calls

and other customer contact methods (e.g., email, chat) for accuracy and

adherence to quality standards.

 Documents on quality issues and performance measures for management

review.

 Provides information to assist in the feedback and formal education process of

individuals on the phone.

 Positions on this level have comprehensive knowledge of the specific discipline

or the broader area in which the position operates.

 Executes specialized projects and activities and typically works according to set

principles.

 Usually generates and initiates own workload and doesn’t need instructions or

guidelines.

 Might also supervise work of less experienced professionals, provide

professional expertise and take responsibility for the end product.

 Positions at this level are expected to significantly improve the day-to-day

activities/processes.

Manages and oversee the implementation of short-term activities within the team.

Decisions are of an operational nature within a defined scope. Positions on this level

deliver their share of professional responsibilities focusing on professional excellence.

Typically manages a team of Individual Contributor co-workers.