What You Will Do
• Monitors real time and recorded client calls for quality and adherence to standards and guidelines
• Reviews VRS reports for accuracy and ensures company standards are followed
• Provides feedback to the associate and Manager on “best practices” in customer service and VRS reports.
• Responsible for driving continuous improvements to our current Quality standards and delivery of exceptional customer experience.
• Organizes and maintains documentation for quality tracking and analysis.
• Facilitates one-on-one and group training programs on quality.
• Participate in the creation and modification of training materials for customer service quality.
• Assist in production when required
• Performs other duties as assigned.
EQUAL OPPORTUNITY EMPLOYER
SOLERA HOLDINGS, INC., AND ITS US SUBSIDIARIES (TOGETHER, SOLERA) IS AN EQUAL EMPLOYMENT OPPORTUNITY EMPLOYER. THE FIRM'S POLICY IS NOT TO DISCRIMINATE AGAINST ANY APPLICANT OR EMPLOYEE BASED ON RACE, COLOR, RELIGION, NATIONAL ORIGIN, GENDER, AGE, SEXUAL ORIENTATION, GENDER IDENTITY OR EXPRESSION, MARITAL STATUS, MENTAL OR PHYSICAL DISABILITY, AND GENETIC INFORMATION, OR ANY OTHER BASIS PROTECTED BY APPLICABLE LAW. THE FIRM ALSO PROHIBITS HARASSMENT OF APPLICANTS OR EMPLOYEES BASED ON ANY OF THESE PROTECTED CATEGORIES.