617
- Detailid
- Esmane info
- Ettevõte
Requirements for candidates
- Near native (interpreted as CEFR level C1) or native relevant market language and manageable English skills (B1+ or better) in writing and speaking to understand documentation and log accurately in the client systems
- Good communication skills
- Experience in supporting Customer Service
- Good understanding on Customer Service transactional Quality concepts
Job description
- Quality Associate (QA) will be responsible for ensuring Call, Email & Ticket quality. The QA monitors required samples of voice & non-voice based transactions on Quality Evaluation form included with predefined quality parameters. QA also publishes a comprehensive report on the overall quality of the project.
- Random & stratified Sampling method will be used to audit the calls and emails
- Coaching & Feedback sessions
- Joint call monitoring sessions with respective assigned teams & other stakeholders
- Provide process updates as per requirement
- Conduct Team Huddles to discuss the Quality scores and areas of opportunities
- Provide Feedback/Quality tips to improve customer experience
- Recognize Agent with excellent performance levels
- Bottom Quartile management
- Root cause analysis as per requirement ( Complaints, Negative Survey response etc.., )
- Participate in internal/external calibration sessions
- Drive process improvement initiatives
- Handle production activities to answer Call / Chat / ticket volume spikes
Selle ametikoha keskmise palga info leiad aadressilt palgad.ee.
Asukoht
- Läti
Riga
Tööaeg
- Täistööaeg
Oskused
Keeled
- Inglise
- Rootsi
Kontaktisik
Weronika Charzyńska
Weronika Charzyńska
We are Nordic recruitment experts, connecting candidates from Sweden, Finland, Norway, and Denmark with businesses worldwide.
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Sarnased töökuulutused:
Hariduspsühholoogia professor
Professor of Educational Psychology
Psühholoog