Details: The Quality Development Specialist is responsible for monitoring the calls of licensed and non-licensed agents to ensure compliance with client guidelines and governmental regulations. The Specialist will ensure agents provide accurate information in a courteous and professional manner.Responsibilities: Listen, evaluate, and score calls according to the established guidelines for quality, integrity, professionalism, and client requirements. Evaluate and score the agent’s use of phone and computer applications according to the guidelines established. Coach and mentor call center agents. Communicate Quality Development standards, updates and improvements to all staff.
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