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1. PURPOSE OF JOB
The purpose of this role is to support the Quality Team to help driving customer quality through regular monitoring and analysis on all customer transactions. The Transaction monitor is the eyes and ears of quality by highlighting gaps in performance and supporting development in skillset within the operations team at agent level.
This is a fast-paced role in an ever-changing environment.
Functional responsibilities include:
ü Attend Transaction Monitoring training and pass assessment test
ü Maintain calibration through monthly calibration process
ü Evaluate Advisor Quality
Education, experience includes:
ü Excellent verbal and written communication skills
ü Technical knowledge of client product hardware and software
ü Procedural knowledge for client support, repair, and escalation pathways
ü Demonstrated knowledge of the client PAIR process
ü Experience in coaching individuals via observation, feedback, mentoring and task demonstration
ü Demonstrated ability to work collaboratively with customers to deliver high levels of Contact Resolution and Customer Satisfaction
ü Demonstrated ability to perform detailed task analysis
ü Ability to identify root cause issues and recommend solutions
ü Ability to effectively monitor and evaluate performance
ü Ability to provide appropriate evaluation feedback to Advisors
ü Ability to handle calls within their skill set
ü Ability to offer and promote sales of client branded support related products
ü Ability to perform transaction monitoring evaluations; and
Ability to create and maintain and execute coaching plans to develop Advisor skills to improve performance to the Performance Targets
Familiarity with iOS and/or macOS, or comparable technology, is preferred
Communication:
ü Excellent working knowledge of the department's product is required.
ü Excellent communication skills, both written as well as oral, in Italian (native or near native, C1 level minimum)
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