Job Description
• Customer Service Management • Investigates customer concerns and complaints and provide corrective action when applicable • Establish KPIs for continuous operational and customer satisfaction improvements and determine methods of correction necessary to achieve and sustain desired results. • Quality Assurance Management • Manage quality assurance program to ensure compliance with Contract Performance Standards. • Coordinates with other Team supervisors on the development, measurement and reporting of quality performance indicators • Coordinate internal control and corporate quality assurance reviews. • Communicate QA status through Weekly and Monthly Reports • Supervise Customer Service staff • Ability to Conduct effective Training & Workshops
Requirements
• Bachelor’s degree and at least 4 years of Customer Service and Quality Assurance experience. • Progressive experience in quality assurance auditing, investigation and/or analysis required. • Strong computer skills, including proficiency in MS Office products, including Excel required • Experience in leading and managing employees, individually and in a team / project environment • Experience with clearly presenting findings and recommendations to management required. • Knowledge of Call Center Fundamentals • Familiarity with Call Center KPIs and Metrics • Excellent Personality / Working Attitudes • Planning, Presentation and Analytical Skills • English Proficiency
Employment type
- Full Time
Job Category
Educations
Seniority
