Probation period: 6 months
Salary: Competitive
Responsibility:
Evaluate quality assurance of customer care teams and individual agents
Organize training for existing customer care team and new employees joining customer service and quality assurance department
Monitor their progress after the training and assimilation of new employees to the team
Responsible for organizing efficient PIP programs when necessary
Conducts meetings with customer care team leaders and provides updates with regards to straight and weaknesses of their teams
Responsible for development of efficient and effective training session
Analyze the quality performance of the existing team, recognizes strength and weaknesses of agents and works closely with team leaders to improve the agent performance
Responsible for increasing customer service quality and customer service satisfaction
Work closely with team leaders and agents individually to develop agents’ skills and behaviours to offer exceptional customer care
Empowers agents to provide effective solutions to customer facing problems, when they arise
Develops ideas and areas of improvement with regards to training sessions
Responsible for development of procedures and effective work plans aiming for increasing customer service quality and customer service satisfaction
Conducts training for team leaders and quality assurance agents when necessary
Ensures that quality of customer care and customer satisfaction practices as defined by the business are effective across entire department and all parties involved in QA process are following the same principles and evaluation standards
Any other duty that may arise, this may include conducting
Reports directly to Quality assurance team leader
Knowledge, Skill Set & Qualifications Required
Excellent people skills and ability to work with large group of team members, 100+
Bachelor Degree a plus
Excellent verbal, written and interpersonal communication skills
Outstanding customer service skills and dedication to providing exceptional customer care
Must be self-motivator and self-starter
Focus on quality and customer service
Exceptional listening and analytical skills
Solid time management skills
Must be able to effectively deal with people at all levels inside and outside of the company
Creative ability & writing proficiency
Ability to multitask and successfully operate in a fast paced, team environment
Must adapt well to change and successfully set and adjust priorities as needed
Must be proficient with Microsoft Office (intermediate Word, basic Excel)
