Quality Analyst Call Center - Monterrey, México - SEGOSO Mexico

SEGOSO Mexico

Empresa verificada

Monterrey, México

hace 2 semanas

Publicado por:

Rodrigo Fernández

Reclutador de talento para beBee

Descripción

SEGOSO MEXICO, a national leader in the ARM industry, has an exciting opportunity for a
Quality Assurance, who is a dynamic energetic critical thinker prepared to utilize innovative techniques to design, improve and maintain quality assurance processes for one of the most exciting and fastest growing companies in the industry.

We have transformed the Receivables Management process using cutting-edge technology that digitizes the customer communication experience. Our mission is to provide uncompromising operational excellence by setting the highest standards in service and reliability.

Other responsibilities include, but are not limited to:

Lead design and improvement of quality assurance processes to ensure excellent customer experience.
Build and lead efforts to monitor.
Analyze and report on Inbound and Outbound customer calls.
Enforcing Standard Operating Procedures (SOP's) and other governing documents that include service quality standards, quality scorecards, monitoring processes, coaching requirements, and continual improvement actions.
Support management focus on review of key drivers, metrics, and operational processes that drive balanced scorecard and account profitability goals.
Drive and facilitate performance analysis, identify trends, and make recommendations to drive ongoing performance improvements, and facilitate and maintain internal and client reporting cadence for quality functions.

Requirements:

College degree preferred
Minimum 3 years management experience with 1 2 years being in call center management.
Analytical and process improvement skills.
Eeffective feedback, coaching, and motivation skills.
Excellent oral and written communications.
Strong interpersonal skills / performanceoriented.
Sound organizational and teambuilding skills.
Ability to work and adapt in a dynamic and fastpaced environment.
BI and speech analytic software, champion for high employee morale and an advocate to support positive change in our call center culture

We offer:

Competitive salary
Pantry vouchers
30 days of aguinaldo
Major medical Insurance for you and your legal dependants
Life insurance
Paid Time Off
Starting on 12 vacations days increasing according to the new law, you can start enjoying after 6 monthts

Tipo de puesto:
Tiempo completo, Por tiempo indeterminado

Sueldo:
$18, $20,000.00 al mes

Puede trasladarse/mudarse: