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Job Description
About the Job
- Manage and communicate the monitoring sample size.
- Audit the quality specialists team members’ monitoring process.
- Audit the operations team leader monitoring process.
- Conduct calibration sessions for new quality members (quality assurance specialists) and new operations members (team leaders).
- Audit all reports of QA results per transaction on a regular basis and monthly reports.
- Ensure the consistency of all quality monitors and follow up on calibration results.
- Ensure that all accounts are meeting the quality benchmarks, and follow on the action plans for the accounts that do not meet the benchmarks.
- Ensure the capability of the knowledge base and measure the staff feedback accordingly.
- Collect the department balanced scorecard
Job Requirements
- Must be bilingual in any of the following Languages ( French - Spanish - Italian - Turkish )
- Customer service experience in a call center setting.
- Excellent communications and documentation skills.
- Good COPC Awareness.
- Good Coaching and Monitoring Skills.
- Good Problem Solving Skills.
- Good leadership skills.
- Experience in call center at least 6 months as a Quality Specialist.
- Advanced knowledge of MS office.