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
