Main purpose of the

This is a full time role for a candidate who is responsible for overseeing and enhancing agent interactions to improve the customer experience. The Quality Assurance Lead will identify areas of improvement in customer service representatives’ knowledge and accuracy to improve quality and first contact resolution.

Major Responsibilities:

Essential Duties and Responsibilities include the following. Other duties may be assigned.

•Review email, chat, and phone call communications ensuring that service standard and company ideals are upheld.

•Regularly provide feedback to call center agents on performance and quality 

•Provide team leaders and management with regular agent performance feedback 

•Follow-up on customer survey ratings with agents and provide coaching to improve the interaction

•Identify areas for on-going training within the department 

•Keep pace with best ...