QA Specialist – Customer Service – Targu Mures or Cluj in Târgu Mureş

QA Specialist – Customer Service – Targu Mures or Cluj The Quality Assurance (QA) Analyst is responsible for the development, implementation and monitoring the staff’s compliance to the CS Department’s standard work processes. This is accomplished through regular monitoring of transactions in all various touchpoints, studying service quality, product knowledge, resolution handling and their adherence to the department’s operating protocols.The QA Analyst will be responsible for the monitoring and coaching of the Global Customer Service team, conduct audit and coaching sessions, provide business reports, identify current and potential issues/ protocol defect and / possible conflict in processes, hold calibration sessions, root cause analysis to identify defects and provide possible resolution and other duties assigned. For documents that require numbering such as contracts, policies, process guides etc, there have been four sectioned numbers styles built into the styles menu, each with 4 levels of numbering. Job Title: QA Specialist – Customer ServiceDepartment: Customer ServiceLocation (primary): Targu Mures or Cluj Key Responsibilities Assist the Global QA Manager in designing the monitoring formats and suitable quality standards.Monitor calls and emails and any other customer contacts for all CS advisors.Coach underperforming agents with a view to improving their QA scores.Provide meaningful feedback to advisors and Team Leaders.Identify key areas for training and further development.Identify areas for efficiency in the monitoring of calls emails and other customer interactions.Work with the training team to suggest training sessions and hold Lunch and learn or small group workshops.Provide actionable data to the various stakeholders as and when needed.Provide feedbacks to the team leaders and managers.Participate in customer and client listening programs and identifies customer expectations and needs. Essential Qualifications & Knowledge Minimum of 1 years’ experience working in a call centre role;Flexible with schedules and shifts;Working knowledge in monitoring, training and coaching;Ability to establish and maintain effective and professional working relationship with a wide variety of individuals;Strong written and verbal communications skills;Additional European language, Spanish preferable;Design, document and execute processes to attain service excellence;Previous experience in doing quality assurance is a plus Essential Experience, Skills and Behavioural Requirements Attention to detail;Highly analytical; strong problem-solving skills;Ability to achieve thoroughness and accuracy;Above Average written and verbal communications skills;Organizing and planning skills;Interpersonal skills;Customer oriented.


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