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Veterans Affairs, Veterans Health Administration
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Service Quality Coordinator
JOB SUMMARY: The Service Quality Coordinator will audit, evaluate, and score inbound/outbound calls, electronic correspondence, and interactions with the public. This role participates in call calibrations to ensure grading is consistent with processes across the lines of business. The Service Quality Coordinator will work to ensure that employees are following the correct policies, procedures, and regulatory guidelines for their respective scope of work.. JOB SPECIFICATIONS AND CORE COMPETENCIESEssential Functions:70% Call Quality Evaluations: Responsible for auditing calls, reviewing electronic correspondence, and observing interactions with the public on new and tenured employees. 20% Call Quali
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