Área de la Empresa | Call Center |
Cargo Solicitado | Gerente de Calidad |
Puestos Vacantes | 1 |
Tipo de Contratación | Tiempo completo |
Nivel de Experiencia | De uno a tres años |
Salario máximo (USD) | 1800 |
Salario minimo (USD) | 1700 |
Vehículo | Indiferente |
País | Panamá |
Departamento | Panama |
The QA Coordinator Lead will be responsible to take the lead and be hands on in the design, development, and implementation of QA initiatives across all departments within the contact center. The QA Coordinator will implement effective methodology for quality initiatives, optimize evaluation standards, oversee quality calibration activities, maintain quality document control standards, and work closely with supervisors and managers.
Responsibilities
• Investigate and resolve complex call center quality issues.
• Coordinate issue resolution for all levels of escalated issues.
• Perform process monitoring and provide trend data to the site management team.
• Hold calibrations and meetings with supervisors, managers, and the client to find common grounds
• Provide clear insight into performance driver, with actionable data, and the levers which impact performance.
• Coordinate and facilitate call calibration sessions for the organization staffs.
• Prepare and analyze internal and external quality reports.
• Develop action plans to drive improvement provide base line statistics and reporting showing the effectiveness of action plan
• Mentor and coach representatives and QA team members by providing constructive analysis of their work and measurable performance improvement goals that enhance the customer experience .
• Provide program and agent performance reporting, including statistical analysis and reporting .
• Maintain proper documentation of performance and associated corrective measures as applicable.
• Make recommendations to management regarding the development of policies and procedures; identify and implement processing efficiencies based on the customer experience and feedback; identify trends and continuing education opportunities.
• Support new hire training and on-going QA training initiatives as needed.
• Stay up to date on new products, procedures, and marketing initiatives. Ad hoc projects.
• Design quality rules and guidelines to achieve the highest performances with team managers.
• Conduct presentation to agents, leadership team and the client.
Skills and Requirements
• Excellent oral, written, and interpersonal communication skills.
• Exceptional listening and analytical skills.
• Strong knowledge of customer care processes and techniques.
• Demonstrated ability to work in a team environment.
• Previous experience in Quality Assurance position preferably in a call center/sales environment) or the equivalent combination of education and experience.
• Proficient with computer applications including Word, Excel, Outlook, PowerPoint, and Quality Assurance software
• Ability to drive results and lead team to excellence
• COPC Quality Assurance standards certification or equivalent experience.
-------> APPLY HERE: https://join.dashbpo.com/?job_listing=quality-assurance-coordinator <--------
CONTACT US:
Whatsapp only 321-3677
Email: dashbpojobs@dashbpo.com
Gerente de Calidad (Opcional) |
Coordinador de Calidad (Opcional) |
Inglés Requerido |
Avanzado |
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