Call Center Scoring Supervisor

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Call Center Scoring Supervisor

BS/BA degree or 5 years relevant work experience in lieu of a degree 1+ years of experience in a customer service environment

Quality Assurance Monitor:

This role is designed to ensure that Rider Support interactions meet the Company's quality standards and that accurate information is being delivered to riders.

Summary of Primary Responsibilities: -Listen to all recorded agent calls and assess adherence to criteria outlined by management 

Comb through all notes from rider interactions to ensure that protocol is being followed

Flag a number of calls each week for the managers to review for scoring

Identify trends in low scoring interactions

Distribute weekly report of quality metrics to management

Measure team-wide adherence to scripts and processes

Required Qualifications:

BS/BA degree or 5 years relevant work experience in lieu of a degree

Previous experience with quality assurance or in a customer support environment

Exceptional communication skills

Superb attention to detail

Experience working in CRM systems, multiple operating systems, and web-based application

  • Apply with Adecco

Reference number US_EN_99_022117_381580