Job Information
Xtend Inc Operations Coordinator in Grand Rapids, Michigan
Description
POSITION SUMMARY
The Operations Coordinator position is a full-time position in the Xtend Contact Center. This position is responsible for auditing all aspects of the quality assurance program on behalf of the Contact Center Management team to ensure service level standards of customer service are met by all of the Xtend Contact Center staff. They are responsible for reporting all deficiencies to management. This position will also help create training programs to improve upon any found deficiencies and to standardize the training throughout the quality assurance program.
ESSENTIAL JOB FUNCTIONS
Ensure all aspects of the quality assurance program are met through auditing initiatives and report findings to Contact Center Management.
In collaboration with Contact Center Management, help develop and/or maintain standards for quality assurance program.
Provide Call Center Agent Phone Auditing for quality assurance standards to support initiative set by Contact Center Management.
In collaboration with Team Leads, provide feedback to Call Center Phone Agents regarding performance metrics related to quality assurance standards. This includes but is not limited to call score, tracker, web chat, and training plan audits.
Create standardized training programs for call center agents to help improve overall departmental performance, skill enhancement and agent performance.
Create, track, and report on monthly statistics related to the quality assurance program for the call center teams.
Work with Contact Center Management team to help establish, adjust, and provide training support for staff on quality assurance standards.
Audit agent trackers for compliance with quality assurance standards.
Audit open trackers to ensure credit unions are following up on them during the current month and report to management all results of audits.
Other responsibilities as assigned by Management.
Requirements
JOB QUALIFICATIONS
High School diploma or equivalent required.
2-year degree preferred in Business or Finance.
1-to-2-year previous training experience required.
1 to 2 years call center experience required.
Previous experience a credit union or financial institution is preferred.
Knowledge in CU*BASE Software preferred.
Excellent written, verbal and interpersonal communication skills
Minimum of one year of relevant experience in office work is preferred.
Proficient in Microsoft Office applications (Outlook, Word, Excel, PowerPoint) is required.
Previous experience in call monitoring preferred.
Must have excellent attention to detail.
Must have ability to take initiative and work independently.
Ability to use discretion when dealing with sensitive or confidential data.
WORK ENVIRONMENT & PHYSICAL ACTIVITIES
Xtend operates in a professional office building setting. Some job assignments at Xtend are primarily conducted within the office building(s) while others have moderate to extensive travel responsibilities as described in the Job Functions and/or Job Qualifications section(s) above. Xtend is committed to working with its employees to reasonably accommodate them with the physical aspects of the position.
Communication and Contact: The employee communicates effectively both verbally and in writing with superiors, colleagues, and individuals inside and outside the company.
Relationships with Others: The employee works effectively and relates well with others including superiors, colleagues, and individuals inside and outside the company. The employee e