Comprehensive Quality Coordinator I - (Rapid City, SD)

Monitors, evaluates and scores a percentage of Customer Service Representative work using standard measurements. Documents scores by completing monitoring sheets or QA checklists with necessary details to give informed feedback. Provides written and verbal feedback. Conducts one-on-one coaching when required. Identifies training needs and makes recommendations for improvement. Coordinates the development and implementation of changes to quality guidelines. Input and maintain monitoring results to track and trend performance. Maintain a proficient to expert knowledge level in multiple functions. Suggests and implements changes to procedures Participates in New Hire and other training. Suggests changes/enhancements where applicable. Coordinates and conducts special audits. Monitors the QA program workload ensuring deadlines are met. Communicates appropriately with stakeholders. Basic qualifications: 2+ years related skills in quality assurance, auditing or equivalent business background.