*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: $1.00 - $2.00 al mes
horario:
- turno matutino
experiência:
- qa call center: 2 años (deseable)
idioma:
- inglés (obligatorio)
lugar de trabajo: empleo presencial