Job Description:

  • Drive performance of the teams within responsible cluster
  • Analyze portfolio of sellers in cluster
  • Define cluster strategy together with the central team
  • Utilizes quality monitoring data management system to compile and track quality performance of CS teams and individual agents.
  • Prepares and analyzes internal and external quality reports for management staff review.
  • Provides constructive and actionable data-driven report to various internal support groups as needed.
  • Participates in customer and client listening programs to identify customer needs and expectations.
  • Coordinates and facilitates QA calibration sessions for CS staff.
  • Design and run CS Quality training/improvement program.
  • Participate in designing of BPOs QA monitoring & audit framework.

Qualifications:

  • 3 years+ of call center/CX/QA experience, preferably in a technology/e-commerce environment.
  • Excellent oral, written and interpersonal communication skills.
  • Strong analytical skills.
  • Intermediate to advance of Excel or Google Sheets
  • Intermediate to advanced level of knowledge with online platforms and ecommerce
  • Strong knowledge of customer care processes and techniques.
  • Demonstrated ability to work well in a team environment.
  • Dedication to providing exceptional customer service and experience
  • Very good command of English

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