Quality Assurance Analyst (BB-E986C)
Encontrado en: Buscojobs
Descripción:Company Overview Outplex is recognized as one of the leading customer contact organizations for superior quality, professionalism and results. Outplex is a top contact center providing services and digital transformation to some of the most recognized companies today Our success can be attributed to one thing : outstanding employees who provide superior services and products to our customers. Come find out for yourself what is the Outplex difference Position Responsibilities: The Quality Assurance analyst must measure and gauge the activities of call center employees. Quality assurance personnel are required to monitor various communications to ensure Outplex employees are in compliance with all applicable rules and regulations. Responsibilities include ensuring employees provide excellent customer service and/or sales when they are chatting with customers and employ all sales effectiveness processes when offering our clients' products and services. Participate in the design and update of chat monitoring forms and quality standards. Performs chat monitoring and provides feedback and, trend data to team management. Uses quality monitoring data management system to compile and track performance at team and individual level. Participates in client and internal calibration to ensure full alignment in grading chats. Provides actionable data to various internal support groups as needed. Coordinates and facilitates call calibration sessions for agent or client. Provides feedback and reporting to call center team leaders and managers based on weekly trends. Conducts internal calibration to assure program uniformity. Prepares and analyzes internal and external quality reports for management staff review. Essential skills and experience: Two years of customer care experience. At least one year of QA experience Excellent oral, written and interpersonal communication skills. Exceptional listening and analytical skills. Intermediate level expertise with Word and Excel. Intermediate to advanced level knowledge with Internet technology. Strong knowledge of customer care processes and techniques. Demonstrated ability to work well in a team environment. Dedication to providing exceptional customer service.
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