Quality Coordinator

What You'll Do
Audit calls and processes to identify gaps
Coach supervisors one‐on‐one, providing strengths and opportunities on scoring method
Conduct calibrations with evaluators to ensure consistency
Audit different platforms as needed to ensure client expectations are met
Work with other analysts to propose process improvements to improve overall quality
Teach new supervisors the quality system and scoring method
Work with the Client Experience Team's mailbox for client requests
Support additional initiatives and efforts of the QA team as necessary
What You'll Bring
Dedicated to meeting the expectations and requirements of internal and external customers
Ability to establish and maintain effective relationships by gaining trust and respect through consistency and reliability
Proven ability to coach and motivate others by providing clear direction and actionable feedback
Ability to manage conflict effectively, quickly read situa...