Quality Assurance Specialist - Ciudad de México - Concord Servicing

Concord Servicing

Empresa verificada

Ciudad de México

hace 2 semanas

Publicado por:

Rodrigo Fernández

Reclutador de talento para beBee

Descripción

Quality Assurance Customer Service

Responsibilities:

Maintain and develop internal support and call center quality standards;
Assess support interactions based on internal standards;
Accompany evaluations with meaningful and constructive feedback;
Discuss and explain feedback with agents in regular meetings;
Analyze all customer service metrics (e.g. CSAT, FRT, IQS) and how the support team's performance affects those KPIs;
Create strategies to improve support KPIs;
Help agents improve their performance with specific instructions and constant support;
Map the need for training and onboarding programs and initiate these projects;
Monitor customer service performance on the agent and team level;
Create reports that reflect support performance;
Report support team's performance to higherups;
Participate in calibration sessions to maintain consistency in internal evaluations;
Contribute to the team culture in a positive manner.

Requirements:

Experience in the customer service space;
Proven track record of analytical skills;
Handson experience in quality assurance;
Great people skills and ability to communicate (negative) feedback;
Good organizational skills, knowledgeable of goalsetting practices;
Examples of data visualization abilities and understanding of support metrics;
Perception of basic business metrics and how support impacts those;
Problemsolving capabilities to create meaningful strategies to improve support quality.

Job Types:
Full-time, Permanent

Salary:
$20, $22,400.00 per month

Benefits
Salary 20,000 MX per month

Pantry Vouchers 2,000 MX per month

internet voucher 400 MX per month