Call Center QA - Tijuana, México - Gestion de Servicios Empresariales

Gestion de Servicios Empresariales

Empresa verificada

Tijuana, México

hace 2 semanas

Publicado por:

Rodrigo Fernández

Reclutador de talento para beBee

Descripción

Job Summary:

Duties/Responsibilities:

Maintains and develops internal quality standards.
Analyze NPS and CSAT results and provide constructive feedback and action plans for improving results.
Recommend enhancement or updates to supporting materials and training programs to improve customer experience.
Coordinate and participates in calibration sessions to ensure consistency in monitoring and evaluation standards.

Executes weekly and monthly evaluation of all contact center frontline support team members.

Completes and distributes weekly/montly reporting of evaluation progress.
Completes and distributes weekly/monthly reports on performance trends on business, team, and agent levels.

Required Skills/Abilities:

Strong written and verbal communication skills and ability to present information in a clear and concise manner.
Experience working in a fastpaced environment and ability to manage multiple tasks with a varying degree of complexity and difficulty.
Experience conducting inperson coaching, development, and interactive training sessions in call center environment.
Outstanding customer service skills and dedication to providing exceptional customer care
Proficient Microsoft Office Suite or related software.
Bilingual with exceptional English language and writing skills.

Education and Experience:

-
At least 2 years of experience in a quality assurance or call center leadership role
:

Experience developing action plans to improve quality standards or KPI performance.
Experience with business intelligence system.
High School Diploma.
Bachelor's Degree a plus.

Tipo de puesto:
Tiempo completo

Salario:
$6, $7,000.00 a la semana

Horario:

Diurno
Lunes a viernes
Turno de 8 horas

Pregunta(s) de postulación:

¿Cual es tu grado de escolaridad mas alto?

¿Hablas Inglés?

¿Cuántos años de experiência tienes como QA en call center?

Lugar de trabajo:
Empleo presencial