Provides actionable insights through data-driven quality monitoring, reporting, and collaboration with Business Intelligence to enhance call center performance, training, and agent resources

Task

• Collaborate directly with the Business Intelligence team in providing insights based on targeted contact monitoring strategy assignment
• Daily/weekly/monthly reports and other communication materials to highlight metric performance achievements and identify areas of opportunities
• Input data pertinent to quality measurement database systems for capturing, analyzing, and providing timely and accurate reporting on call center performance.

• Identify and report any required training issues to department management and trainers.
• Create and update standards as appropriate
• Create scripting and resources for agents when requested or needed
• Contributes to QA scorecard evaluations used in monthly, quarterly, and annual performance reviews

• Attend and actively participate in weekly calibration and facilitation on a rotational basis
• Perform other duties and special projects as assigned.