Summary of the Role
The incumbent will deliver exceptional customer service within the Customer Experience department. This role involves developing, executing, and managing quality assurance initiatives aimed at improving the competencies and productivity of all call center agents.
The successful applicant must demonstrate a robust expertise in quality assurance, PAGO Collection, and comprehensive knowledge of call center operations. Prior involvement in call center training and quality management will be considered beneficial.
Overseeing a range of responsibilities, the position involves managing key operational tasks, ensuring adherence to established protocols, and maintaining high standards of efficiency. Key duties include coordinating team activities, monitoring progress toward organizational objectives, and addressing any deviations promptly. Additionally, the role requires meticulous attention to detail in documenting processes, reporting outcomes accurately, and facilitating clear communication among stakeholders. Strong problem-solving abilities and adaptability are essential, as the position demands proactive solutions to challenges while aligning with broader business goals. Proficiency in relevant tools and technologies, along with a commitment to continuous improvement, are critical for success in this role.
Conduct periodic assessments of calls, emails, chats, and other customer interactions to evaluate agent performance and ensure compliance with established quality benchmarks.
Monitor and assess collection calls to verify adherence to regulatory mandates, organizational policies, and established industry standards.
Maintains accountability by monitoring key performance indicators, including agent adherence to call scripts and negotiation proficiency, to optimize overall collection efficiency.
Provide prompt and actionable feedback to agents, leveraging quality monitoring insights to recognize their achievements while identifying opportunities for growth.
Analyze quality monitoring data to detect trends, patterns, and potential issues concerning agent performance, customer satisfaction, and regulatory compliance. Perform daily KYC checks and deliver actionable feedback to the Agent Care Support team to enhance operational effectiveness.
Facilitate calibration sessions to identify and address performance gaps, ensuring agents deliver an enhanced customer experience through targeted feedback and continuous improvement initiatives.
Monitor compliance by remaining abreast of regulatory obligations and industry benchmarks governing customer engagements and collections, guaranteeing that all agents fully comply with applicable regulations and established policies.
Training and Development – Conduct comprehensive assessments to pinpoint skill deficiencies and design customized training programs and materials aimed at bridging these gaps, ultimately elevating agent performance in customer service and collections.
Ensure the recording, archiving, and retrieval of all calls are performed in accordance with established requirements and regulatory standards.
Analyze customer feedback, complaints, and satisfaction surveys to pinpoint recurring issues or opportunities for enhancement in customer service delivery, subsequently proposing targeted corrective measures or strategic improvements.
Escalation Handling involves creating structured protocols and processes to manage escalated customer issues or complaints effectively, prioritizing prompt resolution and achieving high levels of customer satisfaction.
Provide leadership, guidance, and support to the quality assurance team by cultivating an environment that emphasizes continuous learning, collaboration, and accountability.
Performs additional duties and responsibilities as assigned or directed by management from time to time.
Serves as a dedicated representative for the BURN brand, embodying its mission and values in all engagements. Acts as a liaison between the brand and its community, fostering meaningful connections and amplifying brand awareness through various channels. Demonstrates strong interpersonal skills, ensuring a positive and engaging experience for all stakeholders involved. Responsible for promoting BURN’s products and initiatives, driving customer engagement and loyalty. Requires a passion for the brand, excellent communication abilities, and a proactive approach to representing BURN in diverse settings.
Conduct yourself with unwavering integrity and serve as an enthusiastic representative of BURN, embodying its values and mission in every interaction.
We are committed to ongoing enhancement of the services provided to our valued customers, ensuring their satisfaction and loyalty through consistent progress and innovation.
Demonstrate receptiveness and openness when receiving feedback and suggestions.
Seeking a candidate with proven expertise and a strong background in relevant areas. The ideal applicant will possess hands-on experience and specialized knowledge pertinent to the role. Familiarity with industry-standard tools, methodologies, and best practices is essential. Additionally, the position requires a minimum of [X] years of professional experience, preferably in a related field. Strong problem-solving abilities, adaptability, and a commitment to continuous learning are highly valued. Excellent communication and teamwork skills are also necessary to collaborate effectively in a dynamic work environment.
A bachelor’s degree in business administration, communication, or an equivalent discipline is required.
Demonstrates extensive hands-on involvement in call center environments, specializing in quality assurance processes and performance optimization strategies.
Proficiency in both English and French is essential, with fluency required in each language.
Proven expertise in analyzing complex data sets and identifying meaningful trends and patterns with precision.
Proven ability to communicate effectively and foster strong interpersonal connections, delivering feedback in a clear, constructive, and impactful manner.
Committed to maintaining meticulous attention to detail and ensuring the highest standards of accuracy and precision.
Demonstrates expertise in utilizing call center technologies and quality assurance tools effectively.
Proficiency in relevant industry regulations and adherence to compliance mandates is essential.
Must demonstrate exceptional skill in managing multiple responsibilities while maintaining focus on high-priority tasks within a dynamic and high-speed work setting.
Qualifications
BA/BSc/HND
