GuideStone Financial Resources
5005 LBJ Freeway, Dallas, TX, USA
Basic Purpose: In this role you will be responsible for quality review, building collaborative relationships with team members, and working closely with management to improve customer experience and meet organizational standards and objectives .
Essential Duties and Responsibilities
Manage the inquiry (call and email) quality and monitoring process in compliance with service level standards.
Expand and implement procedures for quality control processes for customer communications and transaction requests.
Analyze quality control results and develop and deliver coaching strategies to address areas of concern and improve overall effectiveness and efficiency.
Manage workload, tasks and deadlines in regard to quality assessments, keeping managers and team members apprised as to anticipated completion of assessments and any issues or concerns on potential deliveries of assessments.
Report accuracy and quality percentages using a Quality Review Score Card....
Basic Purpose: In this role you will be responsible for quality review, building collaborative relationships with team members, and working closely with management to improve customer experience and meet organizational standards and objectives .
Essential Duties and Responsibilities
Manage the inquiry (call and email) quality and monitoring process in compliance with service level standards.
Expand and implement procedures for quality control processes for customer communications and transaction requests.
Analyze quality control results and develop and deliver coaching strategies to address areas of concern and improve overall effectiveness and efficiency.
Manage workload, tasks and deadlines in regard to quality assessments, keeping managers and team members apprised as to anticipated completion of assessments and any issues or concerns on potential deliveries of assessments.
Report accuracy and quality percentages using a Quality Review Score Card....
