Responsibilities:

· Participates in design of call monitoring formats and quality standards.

· Performs call monitoring and provides trend data to site management team.

· Uses quality monitoring data management system to compile and track performance at individual level.

· Participates in customer and client listening programs to identify customer needs and expectations.

· Provides actionable data to various internal support groups as needed.

· Coordinates and facilitates call calibration sessions for call center staff.

· Provides feedback to call center team leaders and managers.

· Prepares and analyzes internal and external quality reports for management staff review.

Qualifications:

· Two plus years of call center customer care experience, preferably in a technical environment.

· Excellent oral, written and interpersonal communication skills.

· Exceptional listening and analytical skills.

· Intermediate level of knowledge/expertise with PC hardware and software (Word and Excel).

· Intermediate to advanced level of knowledge with Internet technology; familiarity with cable modem technology desired.

· Strong knowledge of customer care processes and techniques.

· Demonstrated ability to work well in a team environment.

· Dedication to providing exceptional customer service.