Job Description

Responsible for coaching the overall service quality and compliance of processes and procedures for all customer-facing employees. Evaluates individual staff performance by regular work observation, maintaining performance scores, and quality monitoring. Responsible for identifying training needs and identifying improvement needs in service processes and procedures. Work closely with Management in the development, implementation, and support of operational policies and procedures that facilitate the attainment of departmental and organizational goals. This position requires working with call center management in Europe to ensure that frontline call center employees offer excellent service through regular monitoring and coaching.