Quality Agent

Job summary
Quality Agent position in Norman, OKReports to Manager, Training & QualityResponsible for monitoring and assessing call center associates
Job seniority: entry level
Responsibilities
• Design call monitoring formats and quality standards• Perform call monitoring and provide trend data to management• Monitor customer care email and chat responses• Participate in customer and client listening programs• Provide actionable data to internal support groups• Coordinate call calibration sessions• Provide feedback to team leaders and managers• Prepare and analyze quality reports• Provide call floor support• Carry out other duties as assigned
Requirements
• High School diploma/GED, Associate's degree or some college preferred• Minimum of one year of related call center experience• Computer experience in a Windows and web-based environment• Experience using internet, word processing, spreadsheet, and calendar software• Ability to speak effectively in front of groups• Ability to write and complete routine reports• Ability to analyze, interpret, and report results• Problem-solving and reasoning ability• Strong interpersonal and communication skills• Ability to work in a team and promote diversity• Professionalism and adaptability• Attendance and dependability
Key Skills Needed
• Computer experience in a Windows and web-based environment• Experience using internet, word processing, spreadsheet and calendar software• Ability to speak effectively in front of groups of employees or customers• Ability to write and complete routine reports in various formats• Ability to analyze, interpret and report results, trends, and outcomes