Description
The Quality Development Specialist is a key member to the Training, Quality Assurance and Operations departments, with a focus on quality adherence, customer satisfaction and compliance measures for all call center business units. Their main objective is assessing on quality and performance of our call center associates who deal with our existing and potential customers.
The QDS will monitor inbound and outbound calls to assess associates with demeanor, accuracy, customer service performance, and compliance to company policies and procedures. This individual will assist in developing, creating and implementing call center quality processes and procedures; as well as making recommendations for enhancements to training materials as needed to enhance the overall customers experience.