Job Description
● Monitor and evaluate agents across customers' journeys. ● Monitor and evaluate procedures and activities across customers' journeys. ● Provide quality assurance standards and keep them updated as the business functions and procedures change. ● Prepare reports and analyze data to identify areas for improvement in the quality assurance guidelines. ● Evaluate the adequacy of quality assurance standards and produce recommendations for improvement to call flow, QA Guidelines, and training. ● Produce comprehensive documents such as Training Materials, Process Models, Activity diagrams, workflow, etc. ● Identify individual agent training needs and organize training interventions to meet quality standards for both new hires and experienced agents. ● Provide clear, actionable feedback and conduct feedback sessions for agents to implement in order to improve individual Quality Assurance metrics. ● Help develop relevant QA projects. ● Act as a catalyst in customer experience issues which should be done by a collaboration of different divisions.
Requirements
● Ability to multitask and successfully operate in a fast-paced, team environment. ● Excellent verbal, written, and interpersonal communication skills. ● Being able to effectively deal with people at all levels inside and outside of the Company. ● Knowledge of quality assurance and familiar with the related software (Visio, Bizaji, etc.). ● Proficient with Microsoft Office (Intermediate Word, basic Excel). ● Exceptional listening and analytical skills. ● Self-driven and able to work independently and as a team player. ● Data-driven and problem-solving skills. ● Creative ability and writing proficiency. ● Ability to identify, mediate, and develop solutions to problems/issues, as well as implement an appropriate course of action. ● Appropriate knowledge about different automotive brands and models is a plus.
Employment Type
- Full Time
Job Category
Seniority
Details
Employment type
- Full Time
Job Category
Educations
Seniority
