An international voice process requires the customer service representatives to handle inbound and outbound calls from customers from different countries. Manage the Quality Assurance Team and motivate them to ensure efficient delivery, provide insights, handle data and summarize worksheets Need experience in reporting and analytics, as both are essential skills for this role. Lead conversations, both written and verbal, with clients and team members of all levels Ensure assigned Key Performance Indicators are achieved Call Handle Time, Email Response Time, Quality, NPS and Customer Satisfaction Identify trends and challenges to develop plans and correct problem areas Be responsible for quality form design, program design, metrics performance scorecard development, sampling techniques, statistics, data distributions, and trend analysis Ensure compliance operating processes and procedures, including all required security measures Utilize essential soft skills to deliver guidance to team members of every level.
Qualifications: Bachelor Degree or other post-secondary degree in a relatable field 3-5 years of experience as Supervisor, Team lead or Assistant Manager in Customer Support and/or Technical Support experience of an overall relevant work experience.
Job Role: Quality/ Inspector
Employment Type: Full Time, Permanent
Category: Business Process Quality