Mô tả công việc

• Monitors, evaluates and / or audits a sampling of inbound and/or outbound calls and other contactmethods including chat and email
• Reports results of evaluations to appropriate Business stakeholders (Quality Leadership,Operations, Client, Account Management, and Resource Unit partners)
• Participates in calibration sessions/call listening sessions with Quality Leadership staff,Operations, Program Management and clients to ensure scoring consistency and best practices
• Participates in internal quality audits (e.g. periodic audits of existing processes to determine process control and efficiencies) designed to improve overall contact quality and recommend changes
• Maintains strong program knowledge base; basic understanding of client products, services and/or program strategies
• Participate in quality task forces with Business stakeholders
• Meet departmental productivity requirements (e.g. number of calls monitored per month, number of emails evaluated, etc.)
• Support management focus on review of key drivers, metrics and operational processes (including Training) that drive Balanced
• Scorecards and count profitability goals.

Yêu Cầu Công Việc

• English in communication
• At least 1 year in Team Leader role 
• Have experience in call center iudustry
• Have experience in Quality Assurance
• Have coaching/training skill
• Customer Services mindset
  

Địa điểm làm việc

Hồ Chí Minh