Job Description
Position Summary
We are seeking a Quality & Training Specialist who will play a dual role in enhancing both the quality of customer interactions and the training of our Customer Service Specialists. This position will involve monitoring and evaluating the quality of digitally assisted and human interactions, as well as designing and delivering training programs that improve the skills and competencies of our team members.
A Day in the Life of...
Quality Assurance:
Monitor and evaluate the quality of customer interactions across digital and human-assisted channels to ensure compliance and enhance customer advocacy.
Translate brand purpose and tone of voice into observable behaviors for Customer Service Specialists.
Conduct quality monitoring and evaluations, providing constructive feedback to foster development.
Lead quality calibration sess...