Quality Monitoring Representative

The CCS Companies
Portsmouth, NH
Category Customer Service
Job Description
Complete employee Quality Monitoring reports and conduct sessions to review results with new hires and existing employees. Sessions will review call results and coaching for the call center agent.

Requirements

  • Consistent and continuous development of CCS Associates to achieve goals.
  • Monitoring and coaching Customer Service Associates as assigned
  • Provide thorough and accurate coaching and monitoring information.
  • Maintain utmost professionalism, friendliness and customer service; demonstrate respect and regard for all potential clients, visitors, fellow Associates to ensure a professional, responsible and courteous working environment.
  • Working with a coaching staff to ensure compliance with laws, regulations and procedures as outlined in department materials.
  • Occasional dialing to gain work related experience for those you are coaching and when there are no individuals to coach or QM administrative work to be done.
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