Responsibilities:

·         Participates in design of call monitoring formats and quality standards.

·         Performs call monitoring and provides trend data to site management team.

·         Uses quality monitoring data management system to compile and track performance at individual level.

·         Participates in customer and client listening programs to identify customer needs and expectations.

·         Provides actionable data to various internal support groups as needed.

·         Coordinates and facilitates call calibration sessions for call center staff.

·         Provides feedback to call center team leaders and managers.

·         Prepares and analyzes internal and external quality reports for management staff review.

Qualifications:

·         Two plus years of call center customer care experience, preferably in a technical environment.

·         Excellent oral, written and interpersonal communication skills.

·         Exceptional listening and analytical skills.

·         Intermediate level of knowledge/expertise with PC hardware and software (Word and Excel).

·         Intermediate to advanced level of knowledge with Internet technology; familiarity with cable modem technology desired.

·         Strong knowledge of customer care processes and techniques.

·         Demonstrated ability to work well in a team environment.

·         Dedication to providing exceptional customer service.