OCCC Quality Assurance Coordinator
Core
Monitor and score customer interactions, develop quality standards, and provide actionable data to leadership to improve efficiency and customer satisfaction.
Role type
Quality Assurance Coordinator (Call Center)
Builds
Quality assurance processes, scorecards, and Workforce Optimization applications for a national pest control contact center.
Domain
Customer Service / Call Center Operations
Deliverable
dashboards & analysis
Required skills
Quality monitoring, data management, call evaluation, scorecard design, process improvement, Microsoft Office proficiency, multi-channel call center experience
Preferred skills
Bachelor's Degree, familiarity with Avaya or Verint platforms
Technologies
Microsoft Office, Avaya, Verint, Workforce Optimization applications
Responsibilities
Monitor and score all types of customer interactions per guidelines; Design call monitoring formats and quality standards; Support development and maintenance of Workforce Optimization applications; Coordinate call calibration sessions; Analyze QA practices to recommend efficiency improvements.
Seniority
Mid-level, hands-on IC
