Quality Support Coach

MTM is growing and looking for a QA Support Coach. This is a work in the office position supporting our Baltimore, MD location.

What Will Your Job Look Like?

The MTA QA Support Coach maintains, promotes, and improves quality services in customer service levels and monitoring of all Operations Control Center (OCC) performance through call monitoring and evaluating. The position is responsible for the management, documentation, tracking, monitoring, and reporting all inbound and outbound activity in the OCC for MTA.

What You'll Do:

• Work with Operations Control Center Supervisor to update established protocols and procedures to improve quality
• Conduct daily monitoring of OCC activity to review and evaluate Quality Assurance
• Document, score and provide recommendations for process improvements
• Monitor and assess OCC performance by reviewing inbound and outbound call activity
• Meet monthly percentage goals for historical calls
• Observe, document, and evaluate operations including dispatch, scheduling and customer service
• Participate in OCC morning and afternoon pullouts scheduled by MTA
• Manage weekly compliance report card data for the department
• Report and investigate all suspicious phone activity to MTA
• Notify Management of all system outages
• Track OCC performance and productivity by agent
• Record results daily in the auditing spreadsheet
• Provide timely feedback to Supervisor on a continual basis
• Always demonstrate professional demeanor
• Attend client meetings and public presentations, as needed
• Provide departmental support for various functions as needed
• Maintain a friendly and positive attitude

What You'll need:

• High school diploma or G.E.D
• A minimum of one (1) year of Customer Service experience

Even better if you have:

• College degree preferred
• Minimum of one (1) year MTM Customer Service experience preferred
• Strong communication skills
• Ability to take direction, but also to work independently
• Ability to work with all levels of the organization
• Ability to work with multiple situations and manage a wide variety of issues
• Intermediate level of proficiency or above in Microsoft Outlook, Word & Excel
• Ability to tactfully handle performance issues and provide suggestions for improvement
• Ability to report quality measurements in meaningful and useful ways

What's in it for you:

• Health and Life Insurance Plans
• Dental and Vision Plans
• 401(k) with a company match
• Flexible Scheduling
• Paid Time Off and Holiday Pay
• Maternity/Paternity Leave
• Birthday Holiday
• Casual Dress Environment
• Tuition Reimbursement
• MTM Perks Discount Program
• Milestone Anniversary One Month Sabbatical
• Leadership Mentoring Opportunities

Salary

Hourly rate: $19.50

This information reflects the base salary range for this job based on current national market data. Ranges may vary based on the job's location. We offer competitive pay that varies based on individual skills, experience, and other relevant factors. We encourage you to apply to positions that you are interested in and for which you believe you are qualified. To learn more, you are welcome to discuss with us as you move through the selection process.

Equal Opportunity Employer: MTM is an equal opportunity employer. MTM considers qualified candidates with a criminal history in a manner consistent with the requirements of applicable local, State, and Federal law. If you are in need of accommodations, please contact MTM's People & Culture.

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