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Job Description
Here’s what an ordinary day looks like, you will:
- Liaise with managers to determine training needs and schedule product/soft skill training sessions
- Design effective training programs and material
- Monitor employee performance and response to training through measuring training effectiveness
- Monitor Transactions and evaluate agent’s performance concerning the quality of service offered through all channels.
- Audit and analyze the Contact Center Compliance issues
- Perform analytical deep dives to develop interpretive insights; conduct trend analysis to identify performance gaps, highlight strengths, and provide recommended corrective actions.
- Provide Ops team with a holistic view of CS performance and identify the levers which will drive performance improvements.
- Lead quality improvement projects to deliver measurable improvement in customer experience metrics and proactively drive continuous improvement through customer experience improvement projects.
- Participate in the development of robust quality improvements and training processes
- Create new dashboards to measure and improve quality metrics.
- Participate in the weekly review of quality metric and report out impacting factors that need attention to drive improvement
- Work with the necessary functions to ensure new policies/processes are successfully scoped and rolled out with measurable results against key metrics
- Lead with compiling, analyzing and driving First and Repeated Contact Resolution improvement initiatives
Job Requirements
- 2 years minimum successful experience in the same position in contact center environment
- Skilled in assessing, teaching and coaching agents
- Exceptional training facilitation and planning skills
- High level of adaptability, flexibility and effectiveness in handling multiple priorities simultaneously
- Exceptional communication and relationship building skills: must be a poised, confident and engaging communicator of a wide variety of topics in a range of settings, including delivering presentations to large, and remote audiences
- Excellent written skills: must be able to write a variety of documents, including: proposals, reports, training course outlines and content, written tests/assessments and other documents necessary for training department management
- Previous experience in quality field (audits, implementation and control of new procedures, etc.)
- Knowledge of QA terms, tools, and reports
- Problem-solving and decision-making skills
- Proficiency in MS Office: Word, Excel, Visio, PowerPoint, and Outlook
