*job summary*:
*duties/responsibilities*:
- maintains and develops internal quality standards.
- analyze nps and csat results and provide constructive feedback and action plans for improving results.
- recommend enhancement or updates to supporting materials and training programs to improve customer experience.
- coordinate and participates in calibration sessions to ensure consistency in monitoring and evaluation standards.
Executes weekly and monthly evaluation of all contact center frontline support team members.
- completes and distributes weekly/montly reporting of evaluation progress.
- completes and distributes weekly/monthly reports on performance trends on business, team, and agent levels.
*required skills/abilities*:
- strong written and verbal communication skills and ability to present information in a clear and concise manner.
- experience working in a fast-paced environment and ability to manage multiple tasks with a varying degree of complexity and difficulty.
- experience conducting in-person coaching, development, and interactive training sessions in call center environment.
- outstanding customer service skills and dedication to providing exceptional customer care
- proficient microsoft office suite or related software.
- bi-lingual with exceptional english language and writing skills.
*education and experience*:
- *at least 2 years of experience in a quality assurance or call center leadership role.*:
- experience developing action plans to improve quality standards or kpi performance.
- experience with business intelligence system.
- high school diploma.
- bachelor's degree a plus.
Tipo de puesto: tiempo completo
salario: $6,500.00 - $7,000.00 a la semana
horario:
- diurno
- lunes a viernes
- turno de 8 horas
pregunta(s) de postulación:
- ¿cual es tu grado de escolaridad mas alto?
- ¿hablas inglés?
- ¿cuántos años de experiência tienes como qa en call center?
Lugar de trabajo: empleo presencial