What You’ll Do

• Audit calls and processes to identify gaps
• Coach supervisors one‑on‑one, providing strengths and opportunities on scoring method
• Conduct calibrations with evaluators to ensure consistency
• Audit different platforms as needed to ensure client expectations are met
• Work with other analysts to propose process improvements to improve overall quality
• Teach new supervisors the quality system and scoring method
• Work with the Client Experience Team’s mailbox for client requests
• Support additional initiatives and efforts of the QA team as necessary

What You’ll Bring

• Dedicated to meeting the expectations and requirements of internal and external customers
• Ability to establish and maintain effective relationships by gaining trust and respect through consistency and reliability
• Proven ability to coach and motivate others by providing clear direction and acti...