Quality Assurance coachHR SPECTACLES

Description
JOB DESCRIPTION
- will be responsible for assessing the quality of the performance of our call center
associates who deal with our existing and potential customer.
- will monitor inbound and outbound call and emails responses to assess associates demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures.
- will assist in developing, creating and implementing call center quality processes and procedures; as well as making recommendation for enhancements to training materials as needed to enhance the overall customer's experience.
- Participates in design of call monitoring formats and quality standards.
- Performs call monitoring and provides trend data to site management team.
- Uses quality monitoring data management system to compile and track performance at team and individual level.
- Performs monitors of customer care email responses.
- Participates in customer and client listening programs to identify customer needs and expectations.
- Coordinates and facilitates call calibration sessions for call center staff.
- Provides feedback to call center team leaders and managers.
- Prepares and analyzes internal and external quality reports for management staff review.
- Perform other duties as assigned.
REQUIREMENTS
- 2-3 years Call Center Experience
- Bachelor Degree
- Excellent verbal, written and interpersonal communication skills;
- Outstanding customer service skills and dedication to providing exceptional customer care;
- Must be self-motivator and self-starter;
- Focus on quality and customer service;
- Exceptional listening and analytical skills;
- Solid time management skills;
- Creative ability & writing proficiency;
- Ability to multitask and successfully operate in a fast paced, team environment;
- Must adapt well to change and successfully set and adjust priorities as needed;
- Must be proficient with Microsoft Office (intermediate Word, basic Excel);
Requirements
Minimum education level: Bachelor ́s Degree
Years of experience: 4
Language(s): English
Knowledge: Accountability for mistakes and errors, Communication and persuasion, Coaching, Performance optimisation
Availability for travel: Yes
Availability for change of residence: Yes

Makati, National Capital Region ·  2 minutes ago (updated)