Responsibilities

  • Lead and develop a team of Quality Analysts to achieve overall quality strategy including day-to-day management, goal setting,
  • Suggest interactions monitoring methodology to detect maximum defect coverage for all channels (call/email/chat, CSAT)
  • Track & monitor with deeply understanding of quality related metrics, evaluate and identify key behaviors and defects that drive or reduce quality of service and customer satisfaction, and establish improvement initiativess/corrective actions across all channels, at the agent or organizational level.
  • Identifying historical trends through data analysis, and determine target agents required more coaching/development
  • Detect broken SOPs/unfollowed SOP/service scripts/skills gaps including subjective components such as soft skills and courtesy
  • Coordinates and facilitates regular calibration sessions to ensure consistency in quality requirements and standards amoung QA Analysts
  • Work closely with the regional team to ensure quality strategy alignment
  • Collaborate with both internal , external stakeholders/outsources vendor partners to drive overall quality performance, and ensure understanding of key quality processes and re-engineer current processes so as to improve overall quality
  • Continously improve BPOs QA monitoring & quality audit framework.

Qualifications

  • Bachelor’s degree, with 3 years+ of call center/CX/QA experience, preferably in a technology/e-commerce setting
  • Excellent analytical abilities as demonstrated by gathering, analyzing, and delivering information in both verbal and written formats
  • Solid mentoring/coaching experience, employee development skills, and understanding of coaching processes and varying adult mentoring styles
  • Strong knowledge of customer care processes and QA techniques.
  • Outstanding customer service skills and knowledge with dedication to providing exceptional customer service and experience
  • Strong leadership with can-do attitude and be able to lead effectively in a fast-paced and multicultural environment.
  • Learn fast, act fast with strong attention to detail and accuracy
  • Ability to deal with ambiguity and complex, matrixed environments with minimal oversight.
  • Adapt well to fast changes and successfully set and adjust priorities as needed;
  • Strong communication and presentation skills and can convey messages expressively and clearly to stakeholders, subordinate and relevant team players.
  • Resilience to work under tight deadlines and under pressure
  • Proficient in spoken and written English

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