Collaborates with a variety of internal and external stakeholders in order to identify and respond to employee development needs, obtain information required to develop materials, and sustain positive working relationships.
March 15, 2020
Development of targeted quality plans and guidelines, which includes developing and implementing a monthly targeted quality plan based on previous results and client or management input.
March 19, 2020
Prepare, deliver and present quality evaluation reports on a monthly basis, or more frequently if required by the account, for operations and/or client review.
May 24, 2020
Review individual calls and provide appropriate coaching to ensure attainment of set goals, observe employee demeanor, technical accuracy and conformity to company policies.
June 11, 2020
Monitor and score interactions routinely in an effort to track Call Center Representatives compliance to quality guidelines and standards utilizing the applicable systems.
July 15, 2020
Demonstrates the core competencies of communication, consultation, ethical practice, and critical evaluation.
August 13, 2020
Trains and coaches employees on processes, performance targets, goal achievement, client performance, de-escalation, negotiation, customer service and non-conformities.
August 13, 2020
Assists in the planning, coordinating and administering of department meetings and communications and performs other various tasks to meet changing workload requirements.
August 30, 2020
Maintains and develops training curriculum and tools in order to support training programs throughout Member Services.
October 05, 2020