Contact Center Quality Coach (Native French)
Pillars -
6th of October, GizaPosted 7 years ago54Applicants for1 open position
- 33Viewed
- 7In Consideration
- 16Not Selected
Job Details
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Job Description
Summary:
Responsible for monitoring and evaluating calls for exceptional customer service and technical resolution. Delivers feedback to the Support Professionals, develops action plans and implements changes.
Responsibilities:
- 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.
- 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.
Job Requirements
- French Mother tongue with a considerable level of English mastery for the common language communication needs.
- Previous experience as French tutor, cultural mentor, call center quality control is essential.
- Experience in customer service is a plus.
- Skill in verbal and written communication to analyze, interpret and address customer needs.
- Knowledge of contact services industry and best practices.
- Knowledge of PC applications.
- Ability to work in a time critical environment
- Ability to be flexible and quickly adapt to changing business needs and processes.
- Ability to work staggered support hours.
- Equivalent education or experience may be substituted for any of the above.
