| Job location: |
Knoxville, TN 37932 United States |
| Date posted: |
02/11/10 |
| Job type: |
Full-Time |
|
| Job Category: | Customer Service
|
| Region: | Knoxville
|
| Job Description: |
The Quality Advocate will work directly with up to ten frontline Customer Service Coaches, and Managers to assist in providing key information to ensure the best quality experience. The Quality Advocate will be based in the Customer Care Center they are serving and be responsible for assessing the call quality of frontline Associates that report to their respective ten Customer Service Coaches. They will provide information to the Coaches and Managers about things gone well and areas for improvement. The information and recommendations they provide will be utilized by the center leadership to assist in the development of their teams. The Quality Advocate will not provide direct coaching opportunities directly to frontline Associates as this is the responsibility of the Customer Care Center Leadership.
Owns
Works with a set team of up to 10 frontline Customer Service Coaches and their direct reports to ensure call quality of the teams
Educating new hires on quality scoring and call attributes
Facilitating training of new hires by conducting side-by-side monitoring of new Associates
Determining criteria related to quality measures and drive consistency in these measures across all centers and related leadership
Evaluating customer interaction data and providing feedback and recommendations to frontline Coaches and Managers that will enhance the customer experience and interdepartmental experiences
Understand and utilized quality technologies to create associate reports and assess these reports for interpretation that assist center leadership in improving the customer experience
Create individual and associate trending reports and communicate key findings to center leadership
Create ongoing trending reports of associate quality progress and report finding back to center and CSO leadership
Suggesting opportunities for process improvements in entirety of the quality process
Holding one-on-one coach the coach sessions to improve scoring practices
Coordinates and conducts quality forums with managers, coaches, and Associates
Being a point of contact for the call recording system in the centers and assists center leadership in accessing specific calls for leader evaluation
Communicating, interpreting, and ensuring compliance with USCC policies, procedures, and goals
Approves
Reports that will utilize to assess and trend quality standards
Monitors
Customer Service Associate call quality
Current processes and procedures for future needs
Inbound and outbound call activities
Participates
Center Leadership meeting
Calibration sessions with other Advocate Specialists
Center Associate activities
Customer Service Operations (CSO) activities |
|
| Education, training, experience: |
High school diploma or state equivalency certification required; college degree preferred
3 to 5 years prior experience with a wireless carrier or other customer-focused organization required
6 to 8 years of customer service experience within a high volume call center environment required
4 to 6 years of experience working directly with leaders of frontline associates in either a customer service or sales environment
3 to 5 years of proven analytical experience required
2 to 4 years training and/or facilitation experience required
Experience with Windows based PCs, including general office software knowledge required
Proven oral and excellent written communication skills required
Must be flexible to work nights and weekends as needed
Exceptional relationship and communications skills required |
|
|
|
|
|
|
