Solution Coach

Training & Quality:

• Support the performance of audits and monitoring of CSRs to ensure compliance with previously established service quality criteria
• Detect training needs and improvement areas for CSR’s
• Make individual feedback meetings with the CSRs in follow-up to comment and show them what they should improve in their telephone procedures
• Attend and participate in training plans that are established in the company for recycling and development
• Any other tasks considered relevant and necessary in the business

Administrative Tasks:

• Support the preparation of reports on the quantitative aspects of CSR monitoring for analysis
• Prepare manuals, content and training plans about the market and update existing ones by selecting real examples (monitoring) for use in training activities
• Enter the data and update the quality and monitoring files of CSRs
• Use the specific quality forms so that the process is documented
• Any other tasks considered relevant and necessary in the business

Service Development:

• Participate and collaborate in the Performance Evaluation processes established by the company in order to encourage the development of skills and competencies
• Communicate improvement proposals
• Any other tasks considered relevant and necessary in the business

Security Tasks & Responsibilities:

• Processing of personal data, client data and employer business specific data in accordance of Personal Data Protection, Employer Contract, NDA, IT and Data Protection and other guidelines provided by employer
• Protecting all personal client and employer business related information and maintaining the confidentiality of data which has become known to him/her in the performance of their duties even after performance of their duties relating to the processing, or after termination of their employment relationship
• Informing immediately the direct supervisor about possible threats and incidents impacting normal  workflow and data processing
• Assuring through following all policies and guidelines the appropriate use of the information and   information systems and its resources
• Participating in the training organized by the Employer, including training for protection and processing of data