Support staff deployment for capacity-driven workforce planning.
Evaluate inbound interactions and provide performance assessments per rules.
Participate in coaching to identify expertise areas and improvement opportunities.
Facilitate weekly and monthly calibration sessions with leaders and evaluators to ensure quality guidelines.
Keep leaders informed on performance with ongoing reporting and target tracking.
Identify trends and patterns in quality evaluations and recommend improvements.

🎯 Requirements

Experience with complex databases and management systems.
Effective communicator with excellent people skills.
Familiar with call recording software, customer billing systems, and content design and development.
Meticulous problem solver with experience improving processes.
Two years of experience in direct or related industry.
Associate degree in business or equivalent education/experience.

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