Sr. Call Reviewer Job - (miami, florida)
Sr.
Call Reviewer Organization:
Client Support Services Job:
Administrative Services Job Number :
Description Job Scope Responsibilities :
Review calls handled by representatives and rate their proficiency in a number of skills, including understanding of customers needs, adherence to procedures, accuracy of information given and communication.
:
Deliver effective constructive feedback to assist in development of representatives call handling skills.
:
Point out trends in representatives, department, and service performance, address performance concerns with managers, and assist with procedural clarifications, suggestions, and insights.
:
Facilitate internal and client calibration session to ensure consistency in call quality procedures.
:
Serve as escalation point for contested calls or calls requiring advanced knowledge of product lines.
:
Serve as representative for communicating call quality metrics.
Duties may include presenting to new managers or other groups as needed.
Conduct presentations including but not limited to New Hire Call Quality :
Maintain a high degree of knowledge on various products for each department.
:
Serve as backup to Call Quality Manager.
:
Assist Production by floor walking and other tasks to support service levels.
:
Takes calls on a monthly basis.
:
Maintain Department's Standard Operating Procedures.
:
Create reporting using Excel and/or PowerPoint as needed for Department stats :
Available to support the Training Department by facilitating classes.
Qualifications :
Typically requires a minimum of 4:
6 years experience in a customer service environment with quality assurance experience.
:
Strong verbal, written communication and presentation skills.
:
Decisive self:
starter who is able to perform with a minimal amount of supervision, and who is flexible and able to work well with a Source:
.
Estimated Salary: $20 to $28 per hour based on qualifications.
Call Reviewer Organization:
Client Support Services Job:
Administrative Services Job Number :
Description Job Scope Responsibilities :
Review calls handled by representatives and rate their proficiency in a number of skills, including understanding of customers needs, adherence to procedures, accuracy of information given and communication.
:
Deliver effective constructive feedback to assist in development of representatives call handling skills.
:
Point out trends in representatives, department, and service performance, address performance concerns with managers, and assist with procedural clarifications, suggestions, and insights.
:
Facilitate internal and client calibration session to ensure consistency in call quality procedures.
:
Serve as escalation point for contested calls or calls requiring advanced knowledge of product lines.
:
Serve as representative for communicating call quality metrics.
Duties may include presenting to new managers or other groups as needed.
Conduct presentations including but not limited to New Hire Call Quality :
Maintain a high degree of knowledge on various products for each department.
:
Serve as backup to Call Quality Manager.
:
Assist Production by floor walking and other tasks to support service levels.
:
Takes calls on a monthly basis.
:
Maintain Department's Standard Operating Procedures.
:
Create reporting using Excel and/or PowerPoint as needed for Department stats :
Available to support the Training Department by facilitating classes.
Qualifications :
Typically requires a minimum of 4:
6 years experience in a customer service environment with quality assurance experience.
:
Strong verbal, written communication and presentation skills.
:
Decisive self:
starter who is able to perform with a minimal amount of supervision, and who is flexible and able to work well with a Source:
.
Estimated Salary: $20 to $28 per hour based on qualifications.
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