Job Description Summary

Monitors the quality of all customer interactions through the use of approved contact handling strategies and provides feedback and coaching to Customer Service Representatives. Delivers training to Customer Service Representatives and assists in training program development. Provides performance information to Team Leaders in support of associate developmental needs. Subject matter Expert for key functions, policies, procedures and processes including regulatory compliance.

Job Description

• Provide Quality Assurance monitoring of all contacts (calls and emails) and provide feedback to CSR’s and leadership in accordance to Strategic Interaction Skills and other department standards.
• Deliver training in all Customer Support skills, products, and processes for CSR’s.
• Comply with all Company, Departmental, and Quality System work instructions, procedures, and policies.
• Assist in ensuring adherence to regulatory (SOX, ISO, FDA, cMDR, etc.), business and department guidelines,policies, and procedures.
• Facilitate and participate in the monitoring and auditing of customer calls for continuous improvement and associate development purposes.
• Conducts Strategic Interaction Skills (call handling strategy) assessment and calibration sessions.
• Assist Team Leaders in monitoring performance of CSR’s based on objectives, goals and development plans.
• Provide QA reporting to Team Leaders and Manager.
• Support team Leaders with customer escalated issues.
• Provide coaching feedback through face to face, telephonic and/or online coaching sessions.
• Outlines development plan and training needs based on assessments.
• Identify and re-enforce best practice standards and provide continuous improvement recommendations according to established protocols.
• Identify procedural gaps or discrepancies and seek to propose resolution via SOP’s.
• Participate in interdepartmental Lean, Six Sigma and other continuous improvement projects.
• Provide input into CSR performance evaluations.
• Participate in selection of new members of the team.
• Responsible for personal and professional development in order to maintain subject matter expertise and managerial growth.

May perform other duties as required

Primary Work Location

USA TX - San Antonio

Additional Locations

Work Shift