*key responsibilities*:
- provide constructive feedback and coaching to customer service agents to enhance performance and adherence to company policies.
- identify trends, areas for improvement, and opportunities for training or process improvement.
- collaborate with the quality assurance and training teams to design and implement corrective actions.
- prepare detailed reports and dashboards on agent performance and provide regular updates to management.
- maintain up-to-date knowledge of products, services, and industry best practices to assess performance accurately.
*requirements*:
- previous experience in quality monitoring, customer service, or a similar role.
- excellent communication skills in english, both written and verbal.
- strong attention to detail and the ability to analyze performance data.
- ability to provide constructive feedback and handle sensitive situations professionally.
- proficiency in microsoft office suite (excel, word, etc.) and crm systems.
- ability to work independently and as part of a team in a fast-paced environment.
- availability to work flexible hours, including evenings or weekends if needed.
Tipo de puesto: tiempo completo
sueldo: a partir de $12,000.00 al mes
tipo de jornada:
- incluye fines de semana
- turno de 8 horas
lugar de trabajo: empleo presencial