Job Description
- Create strategies to improve support KPIs - developing internal support and call center quality standards - Analyze all customer service metrics and how the support team’s performance affects those KPIs - Map the need for training and onboarding programs and initiate these projects - Monitoring customer service performance on the agent and team level - Help agents improve their performance with specific instructions and constant support - Evaluation of Customer Service Quality - Providing ongoing feedback to support agents - Create reports that reflect support performance
Requirements
- 2+ years Experience in the quality assurance - Excellent verbal, written and interpersonal communication skills - Advance in Microsoft Office - Problem-solving capabilities to create meaningful strategies to improve support quality - Examples of data visualization abilities and understanding of support metrics - Great people skills and ability to communicate (negative) feedback - Thorough Knowledge of Customer Service Processes - Good Listener
Employment Type
- Full Time
Job Category
Seniority
Details
Employment type
- Full Time
Job Category
Educations
Seniority
