Quality Coordinator - Domestic

Monitors and evaluates the quality of inbound and/or outbound telephone calls and other customer contact methods (e-g-, email, chat) for accuracy and adherence to quality standards- Documents quality issues and performance measures for management review- Provides information to assist in the feedback and formal education process of individuals on the phone-

Positions on this level are fully proficient in executing established standards- Works independently within set frames and follows set course- Has a knowledge base typically acquired from a professional/university degree and approximately 1-2 years of practical professional experience in a particular area- Develops own knowledge, shares best practice and develops relevant/appropriate solutions- Positions at this level are expected to continuously improve the day-to-day activities/processes-

Can be a formal team leader of more junior co-workers and may set day-to-day operational objectives-