• Participates in the design of call monitoring formats and quality standards
• Uses quality monitoring data management system to compile and track performance at team and individual level
• Perform call monitoring’s on each customer service representative monthly according to contractual requirements
• Coordinates and facilitates call calibration sessions for call center staff.
• Prepares and analyzes internal and external quality reports for management staff review.
• Perform additional duties and responsibilities as needed and/or assigned

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Possess valid authorization to work in the United States required

High school Diploma or General Education Degree (GED) required

Familiarity with quality assurance preferred

Ability to read and comprehend instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information one-on-one and small group situations to customers, clients, and other employees of the organization.

Experience with word processing, spreadsheets, Internet software, e-mail, and/or database software preferred. Basic computer skills are required.

Must be able to read a map and possess knowledge of the service area.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to stand; walk; use hands to manipulate, handle or feel; reach with hands and arms; and talk or hear. The employee is frequently required to sit. The employee is occasionally required to climb or balance; stoop, kneel crouch or crawl; and smell. The employee is occasionally required to lift up to 50 pounds. The vision requirements include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.

WORK ENVIRONMENT The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The majority of the work is accomplished indoors and in well ventilated facilities. The employee may occasionally be exposed to fumes or airborne particles. The noise level in the environment is moderate.

SPECIAL CONDITIONS

Positions in this classification are considered safety sensitive under Federal Transit Administration (FTA) drug and alcohol regulations.