Call Center Representative

• Ensure the Ford Secure/Stolen Vehicle Services call center partner team is fully equipped with accurate knowledge and delivers exceptional service.
• Develop and maintain comprehensive knowledge resources, facilitating effective training, and conducting quality assurance reviews to drive continuous improvement in agent performance and the overall customer experience.
• Assemble and rigorously maintain a comprehensive knowledge library and document repository for all Ford Secure business processes and product/feature offerings.
• Collaborate proactively with cross-functional teams to validate information accuracy and currency.
• Facilitate engaging "Train the Trainer" sessions with the call center training team.
• Lead the execution of launch processes.
• Conduct thorough reviews of call center transcripts and recordings to ensure agent compliance.
• Generate and present actionable insights derived from quality findings to Operational leadership.
• Identify and communicate specific coaching opportunities to call center leadership based on agent performance observations.

Call Center Enablement – Quality Lead

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