Ccc-Quality Assurance-Spcl

Job Summary:
Responsible for conducting quality evaluations of product knowledge and customer care call coaching to employees to achieve adherence to customer interaction standard processes, transactional accuracy guidelines, regulatory compliance, and company policies in the contact centers.
Provide verbal and written feedback regarding accuracy and competencies to employees and leadership.
Key Responsibilities:
- Conducts quality evaluations, both verbal and written, for all states, products and lines of business based upon current practices and procedures established within the Sales, Service and Back Office departments for new and existing employees
- Uses discretion to identify opportunities that impact performance of the individuals being evaluated
- Reviews and evaluates Independent Agent performance as it pertains to retaining file documents
- Identifies, tracks, and communicates quality review results to departmental managers and senior leadershi...