Ensures accuracy of information and quality of delivery by monitoring telephone calls; recommending improvements.
Determines quality standards by studying inbound and outbound calls and customer service presentations; conducting test calls to customer service representatives on new products and services.
Verifies results by measuring skills in use of scripts, product knowledge, sales and service ability, greeting, diction, listening, etiquette, objection handling, efficiency, and courteous close of calls.
Provides feedback to customer service representatives by monitoring calls; monitoring feedback for external vendor programs; conducting monthly help sessions.
Evaluates approaches by rating effectiveness of customer service representatives; providing quality ratings; identifying training needs; developing training programs; conducting training.
Directs quality initiatives by requiring adherence to quality assurance policies and procedures; developing new models; implementing changes.
Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies.