If quality is your middle name, then you are the person we are looking for!
The main responsibility within this role will be to monitor the telephone interactions of all employees, to coach and be part of the developing of our employees, coordinate the voice interaction with the data from the servicing system to ensure that the customer receives timely, accurate, and complete information.
The work schedule is North America specific: 3PM – 3 AM.
DESIRED SKILLS • A degree preferred, or 1-2 years related experience and/or training and an advanced English level (min. B2). • Call center experience required. Prior people performance management/coaching/feedback experience desired. • Ability to read, analyze, and interpret general business periodicals, professional journals, corporate procedures/regulations. • Ability to write reports, business correspondence, and procedure manuals. • Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the public.
RESPONSIBILITIES • Acts as a resource and advisor to account and team through various forms of call monitoring to ensure that agents are adhering to policies and procedures when meeting customers needs and requirements. • Acts as a resource and advisor to the training dept., through identifying training deficiencies, trends, gaps and additional needs through performing various forms of call monitoring. • Acts as a resource and advisor to individual agents, by performing individual coaching to agents to insure correction and prevent quality slippage. • The Quality Technician has frequent communications with the Training dept., Team Managers, and Account Managers. • Compiles daily, weekly and monthly monitoring reports.
BENEFITS • Fixed salary; • Performance-based bonuses; • Meal tickets; • Private medical package; • Other non-financial benefits (discounts, offers); • A multicultural and fun environment filled with challenges, growth opportunities and team activities.