This position manages client and product specific related concerns and ensures that all Quality Updates are communicated to all stakeholders and that everyone is calibrated. The incumbent also conducts root-cause analysis on monitored calls within Results.
Responsibilities
- Evaluation, documentation and analysis of calls through automated recording system to identify employee performance, call center trends and to determine customer satisfaction levels.
- Facilitate calibration; facilitate/deliver new hire presentation
- Correlates QA to other client metrics.
- Communication with internal and external clients regarding employee/team performance
- Facilitate RCA calibration, facilitate/deliver new hire presentation.
- Perform other duties, functions and tasks that are incidental and inherent to the job.
Qualifications
- Candidate must possess at least a Vocational Diploma / Short Course Certificate, Bachelor's/College Degree , any field.
- At least 2 year(s) of working experience in the related field is required for this position.
- Preferably Supervisor / 5 Yrs & Up Experienced Employees specializing in Quality Control/Assurance or equivalent.
- Extensive knowledge of Customer Care Expectations & Quality Guidelines
- Strong knowledge of customer care processes and techniques
- Excellent oral, written and interpersonal communication skills
- Exceptional listening and analytical skills
- Excellent time management skills
- Ability to analyze data for trends
- Demonstrated ability to work well in a team environment
- Dedication to providing exceptional customer service
