We are seeking a highly motivated professional to join our team in a pivotal role, focusing on delivering exceptional results through strategic planning and execution. The ideal candidate will possess a proven track record in their field, backed by relevant certifications and hands-on experience. Key responsibilities include managing complex projects, fostering cross-functional collaboration, and ensuring adherence to industry standards and organizational objectives. Strong analytical skills, effective communication, and the ability to adapt to dynamic environments are essential for success in this position.
The incumbent will uphold the delivery of exceptional customer service within the Customer Experience division. This role entails developing, executing, and managing quality assurance initiatives aimed at improving the competencies and operational effectiveness of all call center representatives.
The preferred candidate will demonstrate a robust background in quality assurance, PAGO collection processes, and an in-depth comprehension of call center operations. Prior experience in call center training and quality management is highly advantageous.
Performs a range of duties and responsibilities including, but not limited to, analyzing data, preparing reports, collaborating with cross-functional teams, ensuring compliance with regulatory standards, managing project timelines, and maintaining accurate documentation. Requires proficiency in relevant software tools, strong analytical skills, and the ability to communicate findings clearly to stakeholders. Demonstrated experience in the field, attention to detail, and a commitment to meeting deadlines are essential. Additionally, the role involves coordinating resources, identifying process improvements, and supporting strategic initiatives aligned with organizational objectives.
Conduct routine assessments 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, internal policies, and industry standards.
Performance Metrics Tracking involves evaluating agent performance, monitoring script adherence, and gauging negotiation effectiveness to optimize collection efficiency.
You will deliver prompt, actionable feedback to agents by analyzing quality monitoring results, emphasizing their strengths while also identifying opportunities for growth.
Analyze quality monitoring data to detect trends, patterns, and potential issues affecting agent performance, customer satisfaction, and regulatory compliance. Perform daily Know Your Customer (KYC) verifications and deliver actionable feedback to the Agent Care Support team to enhance operational efficiency and adherence to standards.
Facilitate calibration sessions to identify performance gaps and enhance customer experience for agents through structured feedback and development initiatives.
Stay abreast of evolving regulatory mandates and industry benchmarks governing customer engagements and collection practices, and verify that agents consistently comply with all applicable laws and internal policies.
We assess training requirements and design relevant training materials and programs aimed at addressing skill deficiencies and improving agent performance, particularly in customer interactions and collections.
Technology Utilization – Maintain comprehensive call recording, archiving, and retrieval systems to meet all applicable requirements.
Analyze customer feedback, complaints, and satisfaction surveys to detect recurring issues or opportunities for enhancement in customer service delivery, subsequently proposing appropriate corrective measures.
Escalation Handling – Establish comprehensive protocols and standardized procedures to effectively manage escalated customer inquiries or grievances, guaranteeing prompt resolution and maintaining high levels of customer satisfaction.
Provide strategic leadership, mentorship, and operational support to the quality assurance team, cultivating an environment characterized by continuous improvement, teamwork, and shared responsibility.
Performs additional duties and responsibilities as directed by management, either at their discretion or upon specific assignment.
As a BURN Ambassador, you will act as a dynamic representative for the brand, embodying its values and mission in all interactions. Your role involves engaging with communities, sharing the brand’s story, and fostering meaningful connections to drive awareness and loyalty. Key responsibilities include participating in events, creating content that highlights BURN’s products, and collaborating with marketing teams to execute impactful campaigns. Ideal candidates should possess strong communication skills, a passion for fitness and wellness, and a deep understanding of BURN’s target audience. Experience in brand ambassadorship, social media management, or related fields is highly advantageous.
Uphold unwavering integrity and serve as a proactive ambassador for BURN at all times.
We are committed to ongoing enhancements of the services we provide to our valued customers.
Demonstrate receptivity and openness to constructive feedback and suggestions with an open-minded approach.
A strong background in relevant competencies and prior work experience is essential for this role. Candidates should possess a demonstrated ability in key areas pertinent to the position, along with a proven track record of success in similar environments. Experience in related fields is highly desirable, and familiarity with industry standards and best practices is required. Additionally, proficiency in specific tools, methodologies, or frameworks may be necessary, depending on the role’s demands.
A bachelor’s degree in business administration, communication, or a closely related field is required.
Experienced in leading call center operations with a strong emphasis on quality assurance and performance management.
Proficient in both English and French, with fluency required in each language.
Proven analytical capabilities with a demonstrated aptitude for accurately interpreting data and identifying key trends.
Demonstrates outstanding verbal and written communication skills, fostering clear, respectful, and constructive dialogue to enhance team collaboration and individual growth.
Demonstrates meticulous attention to detail and a strong dedication to maintaining high standards of accuracy and precision in all tasks.
Possesses strong expertise in utilizing call center technologies and quality assurance tools effectively.
Possesses a strong understanding of pertinent industry regulations and compliance standards.
Proven capability to manage multiple responsibilities efficiently while maintaining focus on high-priority assignments within a dynamic setting.
Qualifications
BA/BSc/HND
