Manages consistent customer service delivery by performing quality audits; delivering feedback to agents and managers on success areas and improvement opportunities; assessing individual coordinator customer service levels; analyzing key quality drivers; creating and evaluating quality reports; recommending changes to improve quality control processes and customer satisfaction and reporting feedback to management.
Manages quality assurance processes by identifying industry best practices and incorporating them into quality assurance programs; evaluating quality review processes and identifying areas of opportunity; developing and implementing process changes; driving utilization and effectiveness of quality assurance programs; evaluating service level data in order to determine behavioral gaps and training needs; and collaborating with key stakeholders in order to develop action plans to improve agent service levels.
Manages the communication of findings to stakeholders and customers by providing documents and work papers; identifying process errors and determining needed fixes; providing recommendations to stakeholders regarding needed training support; updating training documentation; and ensuring recommended solutions are implemented.
Manages quality assurance plans and frameworks by collaborating with stakeholders on identified controls; determining the frequency and timing of processes; documenting processes; identifying areas of opportunity in quality assurance plans ; and communicating recommendations to leadership.
Coordinates, completes, and oversees job-related activities and assignments by developing and maintaining relationships with key stakeholders; supporting plans and initiatives to meet customer and business needs; identifying and communicating goals and objectives; building accountability for and measuring progress in achieving results; identifying and addressing improvement opportunities; and demonstrating adaptability and promoting continuous learning.
Provides supervision and development opportunities for associates by hiring and training; mentoring; assigning duties; providing recognition; and ensuring diversity awareness.
Ensures compliance with company policies and procedures and supports company mission, values, and standards of ethics and integrity by implementing related action plans; utilizing and supporting the Open Door Policy; and providing direction and guidance on applying these in executing business processes and practices.
As permitted by applicable law, provide evidence of full vaccination as defined by CDC guidelines OR secure approval of medical or religious accommodation for the vaccination mandate., Minimum Qualifications: Bachelor’s degree in Business, Communications, Education, Engineering, or related field and 1 year’s experience in training, quality, product development, or related area OR 3 years’ experience in training, quality, product development, or related area .
Customer Service, Human Resources, Sales, Training and Development, Training and Facilitation
508 SW 8TH ST, BENTONVILLE, AR 72712, United States of America