Job Details
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Job Description
- Core Responsibilities:
- Consistency in evaluation of the quality of the Customer Experience delivered:
- Be a Subject Matter Expert on Calls quality
- Assess the accuracy of CSRs Chats evaluations against specified “Business Unit Guidelines”
- Conduct quality assurance sessions for new hires based on the specified business unit guidelines.
- Document detailed and trend based feedback to be delivered to the CSR/Team leader/supervisor.
- Deliver on-target feedback to the CSR and coach to initiate development, commitment & action to improve. Development plans to be updated (documentation).
- Feedback calibration results and output of coaching activities to the relevant stakeholder.
Conduct periodical calibration sessions with Team leaders and QA Awareness Sessions.
- Consistency in analysis of Account Advisor performance:
- Coach/Train team leaders through the process of analyzing their CSR’s performance in relation to their team’s quality performance objectives.
Question and coach Team leaders to identify “next best activity” focus areas with their CSRs.
- QA Reporting:
- Develop monthly QA reporting on the Floor, Team, Supervisor and Advisor levels
- Deliver QA Progress component’s in department’s monthly and quarterly reviews
- Follow-up and ensure delivery of actions stemming from Quality Committees and Periodical Business Reviews
Job Requirements
o Industry Experience: A minimum of 3 months in the quality-related role.
o Communication Skills: Proficiency in both written and verbal communication, with a minimum (English) proficiency of Level B2, or from (Spanish) speakers B2
o Technical Skills: Competence in using Microsoft Office applications and other relevant software tools.
o Adaptability: Adaptable when it comes to shift rotations.