• 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
• 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
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TAP30 is a fast growing peer to peer Tech Company connecting drivers and riders via mobile application. We work hard and we love what we do. We actually have fun at work, have a really cool office and learn new things every day. We work in transportation industry, enriching the lives of our drivers and customers
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