Screens incoming and outgoing calls to ensure quality, customer service, and adherence to the policies and procedures of the organization. Provides feedback to assist in the creation of quality standards, performance improvement goals and the development of training programs. May require a bachelor's degree in area of specialty and 3-6 years of experience in the field or in a related area. Familiar with a variety of the field's concepts, practices, and procedures. Relies on extensive experience and judgment to plan and accomplish goals. Performs a variety of tasks. May lead and direct the work of others. A wide degree of creativity and latitude is expected. Typically reports to a manager.
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