Call Center Quality Assurance Coordinator

Work Location Hybrid Overview TKC Holdings, Inc—comprised of Trinity Services Group, Keefe Group, and Courtesy Products - is a mid market respected leader in the corrections and hospitality industries for more than 40 years. With thousands of team members across the country, we continue a tradition of innovation, integrity, and success. TKC is committed to delivering excellent products and services, exceeding customer expectations, and empowering the career development of every team member. We are proud to be a military and veteran-friendly employer. Benefits Medical, Dental & Vision Insurance 401(k) Retirement Plan with Company Match Paid Time Off (PTO) Tuition Reimbursement Paid Training Career Advancement Opportunities Life Insurance & AD&D Coverage Voluntary Benefits including Short-Term Disability, Long-Term Disability, Critical Illness, Accident Coverage, and more. About This Position Full Time/Full BenefitsSchedule shift Mon - Friday: 7:30a to 4:30pRotating Saturdays 10:00a to 4:00p

MUST LIVE IN THE ST. LOUIS METROPOLITAN AREA

The Quality Assurance Coordinator helps identify agents not meeting quality standards and recommends necessary coaching. You will also identify trends or opportunities to make recommendations for changes and improvements. This is a hybrid position that will require you to work in the office and remotely. You will report to the Call Center Manager. Essential Functions/Main Responsibilities Monitor recruiting calls to ensure quality standards are met. Help identify agents not meeting quality standards and recommend necessary coaching. Use quality scorecards. Identify trends or opportunities and make recommendations for changes and improvements. Develop all training materials. Build scripts for calls and recordings, working together with upper management. Be the back up to management. Other responsibilities as determined by our needs. What You'll Need High school diploma or equivalent required. We prefer a Bachelor's degree. We prefer one-year CSR training experience. We prefer two year's customer-service experience. Experience monitoring contact center calls. Experience with Cisco phone systems. Knowledge of CSI/Virtual Observer. Excellent editing and proofreading skills. Excellent problem-solving and service recovery skills. We prefer experience with Microsoft Office Products: Word, Excel, Outlook and PowerPoint Maintain confidentiality. Experience in training on computers and technical procedures. EEO Statement Equal Employment Employer as to all protected groups, including protected veterans and individuals with disabilities. We maintain a drug-free workplace. A copy of our Privacy Policy and CA Employee Privacy Notice can be found here: #J-18808-Ljbffr TKC Holdings, Inc.