Call Center Quality Assurance Specialist

Main Duties:

• Develop, mentor and manage a team of (20-25) Contact Center Representatives.
• Coach, monitor and provide feedback to agents on a regular basis to improve performance.
• Motivate staff to achieve all assigned targets and goals.
• Improve performance by setting action plans and setting expectations to the team through the metrics.
• Manage to maintain and improve the KPIs.
• To communicate management information and updates on policies and/or procedures to the operations team.
• To ensure statistical information is produced, collated and analyzed on a daily basis to assist in evaluating the efficiency of the team and to inform resources allocation and service improvements.
• To build a solid customer service team that exceeds goals and expectations.
• To monitor the changing needs of the service, liaising with internal and external customers to identify areas for improvement and make recommendations for service improvement and implementing those improvements to the satisfaction of clients.
• To supervise the team in accordance with the company policies and procedures.
• To report to senior management on customer service metrics, opportunities, and threats.
• To ensure that the team follows established procedures for each service request adhering to agreed KPIs, SLAs and quality standards to maximize customer satisfaction.
• Ensure all Dryve policies and procedures are adhered, and any known infractions of any of these corporate policies and procedures are communicated to the proper Management immediately.
• Provide recommendations to management on how the company can make improvements that impact revenue, costs or customer satisfaction
• Support continuous improvement in quality and performance and demonstrate a strong ability to adapt to change.
• Other Duties as assigned.