Job Field: Sector in Customer Care , Data, Business Analysis and AI
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Senior Quality Assurance officer
As a senior QA officer, you’ll: Monitor calls to make sure agents follow company guidelines and solve customer needs. Engage with agents by conducting training, coaching, and mentorship programs so they fully understand the QA metrics. Assist in preparing and distributing QA documents to call center agents. Conduct call audits to spot areas of improvement…
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Quality Analyst – Contact Centre
REFNO: QA-CC-0006-08-2024 The Call Center Quality Analyst is responsible for assessing the quality of performance of the call center teams dealing with our existing and potential customers. The QA will monitor the inbound and outbound call and email responses to assess the team member’s demeanor, technical knowledge on products and processes, customer service performance, and…
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Workforce Analyst
We are on the lookout for someone to join our Customer Care team as a Global Workforce Lead. If you are resourceful, organized, and proactive about getting things done, you might be a fit for this exciting opportunity. In this role, your main objective will be to support the Customer Care and BPO teams by…
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Customer Care Workforce Lead
We are on the lookout for someone to join our Customer Care team as a Global Workforce Lead. If you are resourceful, organized, and proactive about getting things done, you might be a fit for this exciting opportunity. In this role, your main objective will be to support the Customer Care and BPO teams by…
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Quality Coordinator for Customer Service
YOUR MISSION Impact: Quality Coordinator contributes to the success of the organization as a whole through Profitability (Managing Costs) and CX (Customer Satisfaction) control. Processes Optimization: ensuring the effective execution and enhancement of the cost affecting processes. KPIs: CPO (Cost per Order), Compensation CPO, CR, Process Adherence, CRC (Contact Resolution Center Adherence), Agent Compliance. Team…
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Realtime Analyst (RTA)
Job Description As a Realtime Analyst, you will work closely with Operations, to help monitor Incoming volumes In Queues, report on Daily attendance schedule adherence of Agents in real-time, ensuring optimum service levels are achieved to deliver consistent performance. Roles and Responsibilities Real-time and/or intra-day management of resources to ensure an accurate number of resources…
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Business Service Desk Analyst
Job Description R&Rs Prioritizing and handling escalations as received from different customer touch points while ensuring resolution within SLA. Guide in creation of training manuals/guidelines to empower different touch points based on invalid tickets report and any other knowledge/system gaps identified. Daily, weekly reporting on different queues status and follow up on overdue tickets. Carrying…