The Quality Grading Specialist will monitor service and sales calls to evaluate employee performance, technical accuracy, and adherence to company policies. This role plays a key part in maintaining high service standards and driving continuous improvement within the call center at a TV company.

What You'll Do

Monitor service and sales calls to assess employee demeanor, technical accuracy, sales performance, and conformity to company policies and procedures
Develop, create and implement call center processes and procedures manual as needed
Participate in customer listening programs to identify customer needs and expectations
Monitor the effectiveness and quality of incoming calls, emails and other ways of contact
Determine weaknesses in performance and establish solutions to improve
Ensure compliance with the company's quality systems
Identify process improvement opportunities
Generate and maintain feedback and coaching documentation
Provide feedback to call center team leaders and managers
Offer daily/weekly feedback via verbal & written communication
Develop and maintain thorough knowledge and understanding of products, including performance and functional requirements of the call center
Provide analytical work, the provision of statistical reporting (formulas, tables, graphics, charts)
Develop a training plan and conduct staff training
Develop and implement materials necessary for the work (checklists, scripts, guidelines, instructions, tests, standards etc)
Conduct surveys aimed at improving the quality of service and customer satisfaction
Work with CRM-system