I began my employment with ACS as a Customer Service Representative (CSR). I received three promotions, achieving the position of Quality Supervisor. Descriptions of the positions I held are listed below:Quality Supervisor: I was responsible for all quality assurance for the call center. I attended weekly calibration sessions to ensure agents monitors were scored correctly. I actively trained new-hire agents and floor supervisors on quality procedures and expectations, and provided ongoing training to all employees on new policies and procedures. I had direct contact with the client and I held weekly meetings with Team Supervisors to educate them on updates provided by the client. I followed the dispute resolution process in any instance of disagreement. I completed weekly and monthly reports with quality averages for submission to the General Manager. I responded to any and all quality issues that were present at the site. I maintained a site quality average of 97.8%.Team Supervisor: I supervised a team consisting of 32 agents, interviewed and hired new agents for the Call Center. I provided corrective action and followed through with termination of employees when necessary. I ensured that time reporting was correct for agents. I tracked progress of the agents to ensure improvements in work quality. I was responsible for keeping agents updated on company policies and procedures. I actively trained agents on new products and systems. I maintained the team's average Key Performance Indicators. I supported my agents and ensured that their needs were met to the best of my abilty. I held weekly team meetings to keep employees educated on current business needs. I ensured a fun and enjoyable work experience for my agents, giving them praise for a job well done, and I actively worked to maintain a high level of team morale. Quality Performance Coach: I monitored agents incoming calls to ensure they were meeting quality guidelines provided by our client. I tracked trends in agents work performance to ensure agents had the proper tools to make improvements in their work. I provided agents Supervisors with regional quality scores and a brief explanation of the score. I ensured that all agents were provided a monitor for the current work week so they would qualify for incentive pay. I completed side-by-side monitoring with agents that were considered to be in the bottom 20% at the site in order to assist in improving their work performance and increase efficiency and morale. I followed the dispute resolution process that was provided by the company in order to resolve issues with scores that might arise. I rewarded agents that met or exceeded their job duties and assisted those that were struggling with job duties.Customer Service Representative (Agent): I assisted Boost Mobile pre-paid cell phone customers by answering in bound phone calls. I assisted customers with general account information such as their account balance and provided them an explanation of charges made to their account. I also applied credit card payments and pre-paid phone card credits to their account. In addition, I assisted customers with general troubleshooting issues such as problems with downloading applications and ring tones, mobile messaging, mobile Internet, walkie talkie service, cell phone functions, and other handset-related issues.