French Contact Center Quality Manager (M.National)

Pillars -
6th of October, GizaPosted 7 years ago

98Applicants for1 open position

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Support Records, listens, and evaluates technical calls for customer service skills, technical skills, and policy and procedure adherence. Provide timely and constructive feedback to Support Professionals and TLs
Serve as the source of information and data for all areas and employees within team.
Provide feedback and ideas to Quality Analysts and Managers, ensuring continuous improvement.
Track and report the results of coaching scores.
Make recommendations for continuous improvement in programs and processes.
Consistently monitor accuracy of monitoring forms and legends.
Conduct brown bag/triage classes (secondary).
Provide coaching feedback and calibration sessions with Technical leads.
Provide at least four hours per month of customer or technical support via telephone and other electronic mediums for an assigned product.
Track quality data for Quality Analyst.
Other duties as assigned.

Must have a high level of technical communications, process improvement and analytical skills.
Must have proficiency with various software applications programs including e-mail messaging applications, Microsoft office.
Bilingual with equal proficiency of English & French (Min B2) - is a MUST.
Strong facilitation skills.
Exposed to quality monitoring systems (i.e., e-talk, NICE) and use quality system tools (charts, graphs, etc.) is a plus.
2-3 Years Previous Quality Experience in offshore Call Center industry. (Reference should be provided).