Job Level
JuniorMid-Level
Tech Stack
Tableau
About the role
- Monitor calls, emails, and chats to evaluate customer support interactions
- Assess agent demeanor, technical accuracy, service quality, and policy adherence
- Deliver actionable coaching and insights to improve performance, accuracy, efficiency, and overall customer experience
- Identify systemic training and quality gaps and recommend effective solutions
- Collaborate across Customer Support and other departments to drive quality outcomes
- Plan, prioritize, and manage workload to meet deadlines
- Use workflow systems and analytics tools (Calabrio, Tableau, Thomson Reuters products) to inform quality programs
Requirements
- BA/BS degree required
- Strong technical proficiency with workflow systems and tools, including Thomson Reuters products, Windows, Word, Excel, PowerPoint, Outlook, Teams, Calabrio, and Tableau
- 2+ years of progressive experience in training and/or quality (preferred)
- Demonstrated business acumen and leadership experience
- Proven ability to deliver high-quality output under tight deadlines
- Exceptional self-directed time management and prioritization skills
- Excellent verbal and written communication; strong business writing with precise vocabulary, grammar, and structure
- Coaching and mentoring capability
- Active listening skills and ability to seek clarification
- Strong analytical mindset; identifies systemic training/quality gaps and recommends effective solutions
- Exercise sound judgment and discretion
- Detail-oriented, self-motivated, highly organized
- Comfortable working independently and building collaborative relationships across teams