Duties and Responsibilities:
· Monitor each department of RCSC (800 Orkin, Customer Service, Customer Retention) on a regular and on-going basis.
· Evaluate monitored calls for thoroughness, professionalism and results according to established guidelines and standards.
· Perform transactional audits to monitor for thoroughness, accuracy and content.
· Report results of evaluations and recommendations of performance modifications directly to appropriate supervisors and/or managers.
· Produce cumulative reports on overall center performance monthly, along with action plans for improvement in deficient areas.
· Coach and counsel agents as appropriate on desired modifications in performance, and assist reps in formulating and following action plans to make improvements in areas of deficiency.
· Evaluate and provide information to training team on effectiveness and transfer of training.
· Determine need and/or eligibility for refresher classes in core customer service and sales concepts and advanced customer service or sales skills.
· Participate actively in the continuing growth and development of the RCSC quality team.
· Evaluate and recommend revisions of existing monitoring and coaching/counseling instruments as necessary.
· Participate in training classes as needed to teach and emphasize RCSC commitment to quality.
· Assist in maintenance and revision as needed of policy and procedure documentation in accordance with ISO 9000 format.
· Work with departmental management to ensure positive communication between RCSC and the branches.
· Assist in preparation of training materials, classes and other activities directly affecting the quality of RCSC agents on the floor.
· Assist with on-the-job portions of new hire orientations.