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Job Description
- 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 baseline statistics and reporting showing the effectiveness of the 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.
Job Requirements
- Fluent in both Italian and English is a must.
- Very good Coaching and Monitoring Skills.
- Very good Communication Skills.
- Very good Analytical Skills.
- Very good Problem Solving and Handling Skills.
- Very good leadership skills.
- Very good Presentation Skills.
- Very Good Knowledge of Microsoft Office (Excel and PowerPoint).
- At least 3 years of experience in the call center industry, including one year of experience as a Quality Coach.
- Amazon's knowledge is preferred.