Overview
Inspector A Jobs in Monroe, LA at Boyd Corporation
Description:
In close collaboration with the operations department, monitor team members’ performance related to the expectations set by the organization through daily call monitoring and review of documented cases.
Identify trends, issues, and best practices, and take appropriate action as needed.
In close collaboration with relevant department management and team members, conduct new hire training ensuing new hires are well educated and trained on department policies, processes, expectations and QA goals.
Maintain and develop internal support and call center quality standards;
Review a subset of support agents’ conversations (calls, emails, chat, etc)
Assess support interactions based on internal standards;
Accompany evaluations with meaningful and constructive feedback;
Discuss and explain feedback with agents in regular meetings;
Analyze all customer service metrics and how the support team’s performance affects those KPIs;
Create strategies to improve support KPIs;
Help agents improve their performance with specific instructions and constant support;
Map the need for training and onboarding programs and initiate these projects;
Monitor customer service performance on the agent and team level;
Create reports that reflect support performance;
Report support team’s performance to higher-ups;
Participate in calibration sessions to maintain consistency in internal evaluations;
Contribute to the team culture in a positive manner
All other duties assigned
Requirements:
Excellent classroom and one on one training skills required.
Experience in the customer service space;
Proven track record of analytical skills;
Hands-on experience in quality assurance;
Great people skills and ability to communicate (negative) feedback;
Good organizational skills, knowledgeable of goal-setting practices;
Examples of data visualization abilities and understanding of support metrics;
Perception of basic business metrics and how support impacts those;
Problem-solving capabilities to create meaningful strategies to improve support quality.
Title: Inspector A
Company: Boyd Corporation
Location: Monroe, LA
