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Job Description
- Monitoring all types of End-user transactions (side by side and remote).
- Coach errors (non-critical and 1st critical errors) made by CSRs and monitored by the QA team as well as recognition for CSRs with 0 error calls
- Create and update call scenarios for new and existing accounts.
- Provide reports of QA results per transaction on a daily, weekly and monthly basis.
- Investigate and respond to complaints generated from End User Satisfaction Surveys.
- Extract calls upon clients’ requests/s and/or any End User complaints.
- Producing evaluation certificates for new agents.
- Provide Team leaders and supervisors with detailed, clear and professional performance feedback.
- Holding Quality Awareness presentations and sessions for Staff.
Job Requirements
- Fluent in Dutch.
- Has English as a second language.
- Good COPC Awareness.
- Good Coaching and Monitoring Skills.
- Good Communication Skills.
- Good Problem Solving Skills.
- Good leadership skills.
- Experience in call center at least 6 months as a Quality Specialist.
- Good Knowledge of Microsoft Office (Excel and PowerPoint).