Quality Champion

Summary – The Dialogue Specialist supports an operations manager and their team in defining, communicating, training and measuring the elements and behaviors of Dialogue culture. The Dialogue Specialist will manage Dialogue calibration, measurement and trend reporting for the operations team. While the responsibility for maintaining a Dialogue culture rests with site management, the Dialogue Specialist is the operations manager’s supporting resource for those efforts. Reports to Operations Manager, dotted line to Dialogue Champion.

Qualifications – Dialogue Specialist candidates should possess the following attributes (in order of importance):

1) Experience as change agent, thought leader and influencer in teams and groups

2) Comfortable designing and delivering team training and messaging

3) Fluent in office productivity and communication applications (word processing, spreadsheet, presentations, internet, email, chat, blogs, newsletters)

4) 2 years supervisor experience in contact centers in line operations, quality and/or training roles

5) Two year degree or equivalent from an accredited institution

Duties & Responsibilities

1) Assist the operations manager and coaches in maintaining enthusiasm and focus on Dialogue behaviors

2) Train coaches on Dialogue behaviors, habits and rubric

3) Lead calibration efforts between the operations team and Ideal Dialogue

4) Serve as operations team point of contact and liaison with Site Champion

5) Measure and report Dialogue performance and trends

6) Publish ‘Small Talk Bulletins’ to help agents keep up with current events

7) Evaluates, provides feedback, mentors and motivates employees to provide excellent customer service, while improving call quality and performance metrics.

8) Analyzes call statistics to ensure performance and quality standards are met.

9) Monitors live or recorded calls and identifies performance gaps. Coaches employees for performance improvement, resolves day-to-day issues and problems, provides technical leadership, and answers questions accurately and professionally.

10) Monitors and evaluates production agents call behavior performance according to quality specifications and requirements.

11) Completes production phone time in compliance with client requirements

12) Assists in clearing red queue and with back-office order entries.