Job Description:
- Monitor cs agents' interactions with customers (live, recorded, and side by side) to measure performance against a set of quality standards, including subjective components such as soft skills and courtesy.
- Evaluating and identifying key behaviors and defects that drive or reduce the quality of service and customer experience.
- Detects broken SOPs, service scripts, skills gaps and address/suggest areas of the improvements on product/procedures/process/policy to relevant parties
- Record and provide structured and timely recommendations; verbal and/or written feedback to Quality Manager, Call Center Leadership, Call Center Operations, and Call Center Agents
- Use a call center tool to perform quality defect analysis and generate weekly, monthly reports with pointed defects analysis and trend data, towards quality standard goals and recommendations for improvement.
- Monitor weekly/monthly trends on performance metrics and top missed points at the agent or organizational level.
- Identifying historical trends through data analysis, and determine target agents required more coaching/development
- Provides constructive and actionable data-driven reports to service quality management and relevant parties
- Assess agent behavior, counsel, and coach them to enable knowledge retention, good behaviors & skills practices and reduce negative customer experience and improve customer satisfaction
- Suggest interactions (call/email/chat/CSAT) monitoring methodology to detect maximum defect coverage
- Coordinates and facilitates QA calibration sessions for BPOs QAs and Team Leads
- Participate in designing of BPOs QA monitoring & quality audit framework.
Requirements:
- Bachelor’s degree
- 3 years+ of call center/CX/QA experience, preferably in a technology/e-commerce environment.
- Excellent analytical abilities as demonstrated by gathering, analyzing, and delivering information in both verbal and written formats
- Proven ability to analyze a high volume of data and presenting them using Excel or Google Sheets
- Strong knowledge of customer care processes and QA techniques.
- Outstanding customer service skills and dedication to providing exceptional customer care;
- Resilience to work under tight deadlines and under pressure
- High level of discretion, confidentiality, and ethics
- Be a team player and be able to operate effectively in a fast-paced and multicultural environment.
- Ability to deal with ambiguity and complex, matrixed environments with minimal oversight.
- Learn fast, act fast with strong attention to detail and accuracy
- Good communication and can convey messages expressively and clearly
- Excellent time management and organizational skill
- Solid mentoring background, employee development skills, and understanding of coaching processes and varying adult learning styles
- Strong written and verbal communication skills, including strong presentation skills, demonstrated by comfort in communicating at all levels of management to include officer levels
- Very good verbal and written command of English
- Must be able to effectively deal with people at all levels inside and outside of the company;
- Must adapt well to change and successfully set and adjust priorities as needed
