Performs call monitoring and provides trend data, quality reports, and feedback to Director, Member Connect.
Reviews email responses to Members and provides trend data, quality reports, and feedback to Director, Member Connect.
Participates in design of call / email monitoring formats and quality standards.
Uses quality monitoring data management system to compile and track performance at team and individual level.
Participates in Member 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.
Perform other duties as assigned. Outstanding customer service skills and dedication to providing exceptional customer care.
Must be self-motivator and self-starter.
Focus on quality and customer service.
Exceptional listening and analytical skills.
Solid time management skills.
Must be able to effectively deal with people at all levels inside and outside of the Company.
Creative ability & writing proficiency.
Ability to multitask and successfully operate in a fast paced, team environment.
Must adapt well to change and successfully set and adjust priorities as needed.
Must be proficient with Microsoft Office (intermediate Word, basic Excel).
