Job Description Provide clear insight into performance drivers and the levers which impact performance.Manage auditing reports for Customer Care activities & transactions.Design quality rules and guidelines to achieve the highest performances with team managers.Compile and track performance for teams and individual level.Develop action plans to drive improvement (provide base line statistics and reporting showing the effectiveness of action plan)Monitor and evaluate QA Rep performance for consistency in adherence to company guidelines and provide direct feedback to representatives regarding strengths and weaknesses.Mentor and coach representatives by providing constructive analysis of their work and measurable performance improvement goals that enhance the customer experience.Maintain department reporting of QA scores and trending.Collaborate with trainers and QA Reps to establish a positive team environment that supports and reinforces best-in-class customer service practices.Ensure that all QA Representatives are meeting statistical targets and provides action plans for those that fall below expectations.Provide program and agent performance reporting, including statistical analysis and reporting.Coordinate issue resolution for all levels of escalated issues.Make recommendations to management regarding the development of policies and procedures; identify and implement processing efficiencies; identify trends and continuing education opportunities.Lead calibration sessions and breakout training sessions as needed. Support new hire and on-going QA training initiatives as needed.Stay up to date on new products, procedures and marketing initiatives. Ad hoc projects. Job Requirements German Language: C1.English Language: C1.Technical background is a must.Quality background is a must.Call center background is a must.Amazon knowledge is preferred but not a must.QPT for at least 6 months.
Quality, Process and Training Senior Supervisor-German in Alexandria
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