Quality specialist (customer service)

810817

¢ 650 a 750 mil CRC

Santa Ana

Publicado 20 Sep 2021

Call center

1 Vacante

Idiomas / Otras


Sector de la vacante:
Servicios

Descripción general

In this role, a Quality Specialist is expected to perform call monitoring and provide actionable insights. Through call monitoring, a QA Specialist will gather information to help improve agent performance. They will also be responsible to work to meet the agreed expectations as per the service quality plan, based on the process, changes in client commitments.
Location for this position is Costa Rica

Qualifications
Basic:
• High School Diploma or GED Equivalent
• At least 2 years of experience in call center/contact center
• Advance level in English language – C1 minimum

Requisitos para aplicar

Qualifications
Basic:
• High School Diploma or GED Equivalent
• At least 2 years of experience in call center/contact center
• Advance level in English language – C1 minimum
Must have experience in:
• Monitoring the performance of Call Center Representatives according to the call flow, service expectations
• Identifying opportunities for training and coach Call Center Representatives through corrective and preventive measures
• Identifying and reporting operational risks by analyzing calls/chats
• Preparing best practice decks, formulating documentation, checklists in order to help the team improve
• Leading calibration sessions with Call Center Representatives and/or Managers
• Identifying and recognize quality and performance trends and communicate to Manager
• Reporting metrics and action plans to Call Center management
• Recommending changes and participating in analysis of workflows and procedures to improve efficiency in member service
• Assisting members and staff with account inquiries, account maintenance, and problem resolution on the phone, by email, or in writing as required
• Handling calls in a customer service environment

Datos complementarios

810817

Profesional

Agente

Bachillerato edu. diversificada

Celulares / Otros

2 años de experiencia

Contrato Indefinido

810817

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