Job Description
Perform call quality evaluations and individual coaching in accordance with established guidelines
Input call quality results accurately and within the timeframe allotted
Meet the required number of monitoring each month
Participate in (and facilitate) Quality/Customer Care calibration sessions
Participate in Client/Partner listening sessions
Provide additional coaching as needed to assist those that are not meeting minimum standards
Seek creative and effective methods to improve processes
Perform other duties as assigned by Sr. Manager, Training Coordinator and Quality and/or other members of Senior Leadership Team
Job Specification
Knowledge of internal policies, processes and procedures generally and in particular those related to Campaign/project , implementation and evaluation, good understanding of call center quality assurance mechanism.
Must have good communication skills to deliver training related to quality assurance and customer services.
Should be able to diagnose and understand the underlying drivers of performance gaps, prescribe actions to improve performance & customer satisfaction.
Handling the most complex customer complaints or enquiries; i.e. handling escalated concerns that fall outside the purview of floor supervisors
Implement and review call center policies and procedures in coordination with HR.
Good at Customer Relationship Management.