Skills And Tools:
- Provide clear insight into performance drivers and the levers which impact performance.
- Manage auditing reports for Customer Care activities & transactions.
- Design quality rules and guidelines to achieve the highest performances with team managers.
- Compile and track performance for teams and individual level.
- Develop action plans to drive improvement (provide base line statistics and reporting showing the effectiveness of action plan)
- Monitor and evaluate QA Rep performance for consistency in adherence to company guidelines and provide direct feedback to representatives regarding strengths and weaknesses.
- Mentor and coach representatives by providing constructive analysis of their work and measurable performance improvement goals that enhance the customer experience.
- Maintain department reporting of QA scores and trending.
- Collaborate with trainers and QA Reps to establish a positive team environment that supports and reinforces best-in-class customer service practices.
- Ensure that all QA Representatives are meeting statistical targets and provides action plans for those that fall below expectations.
- Provide program and agent performance reporting, including statistical analysis and reporting.
- Coordinate issue resolution for all levels of escalated issues.
- Make recommendations to management regarding the development of policies and procedures; identify and implement processing efficiencies; identify trends and continuing education opportunities.
- Lead calibration sessions and breakout training sessions as needed. Support new hire and on-going QA training initiatives as needed.
- Stay up to date on new products, procedures and marketing initiatives. Ad hoc projects.
- German or Italian or French language: C1.
- English Language: C1.
- Technical background is a must.
- Quality background is a must.
- Call center background is a must.
- Amazon knowledge is preferred but not a must.
- QPT for at least 6 months.
- Clinical Support Engineer & Cu...Sigma for Imp & Exp & Opera hearing Solutions - Alexandria, Egypt10 days ago