Main Duties and Responsibilities:- Assist in developing, creating, and implementing call center quality processes and procedures.
Making recommendation for enhancements to training materials as needed to enhance the overall customer's experience.- Participates in design of call monitoring formats and quality standards.
Performs call monitoring and provides trend data to site management team.
- Uses quality monitoring data management system to compile and track performance at team and individual level.
Performs monitors of customer care email responses.- Participates in customer and client listening programs to identify customer needs and expectations.
Provides actionable data to various internal support groups as needed.
- Coordinates and facilitates call calibration sessions for call center staff.
Provides feedback to call center team leaders and managers.- Prepares and analyzes internal and external quality reports for management staff review.
Perform other duties as assigned.
Excellent verbal, written and interpersonal communication skills.
- Outstanding customer service skills and dedication to providing exceptional customer care
Focus on quality and customer service- Exceptional listening and analytical skills
Solid time management skills
- Must be able to effectively deal with people at all levels inside and outside of the Company
Creative ability & writing proficiency- Ability to multitask and successfully operate in a fast paced, team environment
Must adapt well to change and successfully set and adjust priorities as needed
- Must be proficient with Microsoft Office (intermediate Word, basic Excel)
Job Types: Full-time, Permanent
Benefits:
Health insurance- Opportunities for promotion
Paid training
Schedule:
* Day shift
