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.

 Experienced Specialist in one specialized discipline as well as having a thorough

understanding of related disciplines.

 Will most often be a driving force behind the development of new solutions for

programs, complex projects, processes or activities.

 Serves as final decision/opinion maker in the area, coaches, mentors and trains

others in the area of expertise.

Ensures the implementation of short to medium term activities within the business area

OR support sub-function in the context of the strategy for the department. Ensures

appropriate policies, processes & standards are developed and implemented to support

short to medium term tactical direction. Leads a team of Specialists, sometimes with

several hierarchical levels, with full employee lifecycle responsibility.