We are seeking a highly skilled and motivated professional to join our team, responsible for delivering exceptional results in the specified position. The ideal candidate will possess a strong educational background and relevant experience, ensuring they can effectively meet the demands of the role. Key responsibilities include managing day-to-day operations, collaborating with cross-functional teams, and driving strategic initiatives to achieve organizational goals. Additionally, the position requires excellent communication skills, problem-solving abilities, and a commitment to continuous improvement. Proficiency in industry-specific tools and technologies is essential, as is the ability to adapt to evolving business needs and challenges.
The incumbent will guarantee the provision of exceptional customer service within the Customer Experience department. This role involves developing, executing, and managing quality assurance initiatives to elevate the proficiency and effectiveness of all call center representatives.
The successful applicant should demonstrate a robust expertise in quality assurance, PAGO Collection, and comprehensive knowledge of call center operations. Prior experience in call center training and quality enhancement would be highly beneficial.
Oversee and execute a comprehensive range of duties and responsibilities encompassing key operational functions to ensure organizational efficiency and effectiveness. Manage and coordinate projects from inception to completion, adhering to established timelines and budgetary constraints. Collaborate with cross-functional teams to align objectives, streamline processes, and drive continuous improvement initiatives. Monitor performance metrics, identify variances, and implement corrective actions to maintain high standards of productivity and quality. Serve as a liaison between departments, fostering clear communication and resolving interdepartmental conflicts. Provide leadership in developing and implementing policies, procedures, and best practices to enhance operational excellence. Ensure compliance with regulatory requirements and internal governance standards while mitigating risks.
Perform systematic reviews of calls, emails, chats, and other customer interactions to evaluate agent performance and ensure compliance with established quality standards.
Monitor and assess collection calls to verify adherence to regulatory mandates, organizational policies, and industry-recognized standards.
Performance Metrics Tracking involves evaluating agent performance, monitoring script compliance, and analyzing negotiation effectiveness to improve collection efficiency.
Provide prompt, actionable feedback to agents grounded in quality monitoring outcomes, clearly identifying performance strengths and opportunities for growth.
Analyze quality monitoring data to pinpoint trends, patterns, and potential issues affecting agent performance, customer satisfaction, and compliance. Perform daily KYC checks and deliver actionable feedback to the Agent Care Support team to enhance operational effectiveness.
Facilitate targeted calibration sessions designed to identify and address performance gaps, ultimately enhancing the overall customer experience for agents.
Stay abreast of evolving regulatory mandates and industry benchmarks governing customer engagements and collections, verifying that agents consistently comply with all applicable laws and internal policies.
Identify training requirements and design instructional materials and programs to bridge skill deficiencies, thereby improving agents’ effectiveness in customer interactions and collections.
Ensure all calls are systematically recorded, securely archived, and readily accessible in compliance with applicable requirements.
Analyze customer feedback, complaints, and satisfaction surveys to detect recurring issues or opportunities for enhancing customer service delivery, and propose effective solutions.
Develop and implement structured protocols and procedures to manage escalated customer issues or complaints, guaranteeing prompt resolution and maintaining high levels of customer satisfaction.
Provide strategic direction, mentorship, and operational support to the quality assurance team, cultivating an environment that emphasizes ongoing professional growth, teamwork, and responsibility.
Performs additional duties and responsibilities as directed or assigned by management, ensuring alignment with organizational objectives and priorities.
As a BURN Ambassador, you will serve as a key representative for the brand, embodying its values and mission in every interaction. This role involves actively engaging with communities, both online and offline, to raise awareness about BURN’s products and initiatives. You will collaborate with marketing teams to develop and execute promotional strategies, ensuring alignment with the brand’s goals. Additionally, you will gather and share customer feedback to inform product improvements and marketing efforts. Strong communication skills, a passion for fitness and wellness, and a deep understanding of BURN’s brand identity are essential for success in this position.
Consistently uphold the highest standards of integrity while actively representing BURN in a positive and professional manner.
To ensure ongoing enhancement of the services we provide to our customers.
Demonstrate receptiveness and a positive mindset when receiving feedback and suggestions.
Seeking a candidate with a proven track record in relevant competencies, complemented by hands-on experience in the field. The ideal applicant will possess a blend of technical expertise and soft skills, ensuring seamless integration into the role. Prior to work in similar environments is essential, as is familiarity with industry-specific tools and methodologies. Additionally, the position requires strong problem-solving abilities and the capacity to work collaboratively within a team.
A bachelor’s degree in business administration, communication, or a closely related discipline is required.
Seasoned professional with a strong track record in call center environments, specializing in quality assurance and performance management.
Proficient in both English and French, with fluency in reading, writing, and speaking required for this role.
Proficient in evaluating data and identifying meaningful trends through sharp analytical capabilities.
Demonstrates exceptional communication and interpersonal abilities, adept at delivering feedback in a clear, constructive, and impactful manner.
Demonstrates meticulous attention to detail and an unwavering dedication to maintaining high standards of accuracy and precision in all tasks.
Excellent command of call center technologies and quality assurance systems is required.
Demonstrates a thorough understanding of relevant industry regulations and compliance standards.
Demonstrates exceptional skill in managing multiple responsibilities while maintaining focus on high-priority objectives within a dynamic setting.
Qualifications
BA/BSc/HND
