Descripción de la Oferta

Summary of primary job responsabilities

Responsible for monitoring agent performance and providing measurements and insights to ensure that standards of quality are being met.

Recognize and ensure the compliance of the policies and procedures, which have been developed to ensure the best possible customer experience, while meeting all legal and regulatory requirements.

Analyze data to determine core drivers and implement solutions to track results and drive improvement.

Education and experience target:

High school diploma or equivalent

Minimum of 6 months to 1 year Quality Assurance experience and/or experience in Customer Service

Skills:

Excellent command of the English (American) language, written and spoken.

Listening skills and ability to accurately paraphrase or re-state issue underlying customer’s call

Experience in utilizing effective call monitoring tools and technologies to collect and analyze quality

Ability to analyze data, to determine needs, to implement solutions and to track results.

Experience and knowledgeable in Coaching and Feedback sessions.

Lenguajes