Specialist, Training & Quality

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 a strong program knowledge base; and a 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 focuses on review of key drivers, metrics, and operational processes (including Training) that drive Balanced Scorecards and count profitability goals