Quality Assurance - App Travel

Mô tả Công việc
Document Contact Center quality concerns and trends for procedural changes, recommendations and training.
Remarks to improve on their communication and overall quality performance.
Provide information to assist in the performance feedback (from Supervisors to Agents) and to increase motivation concerning Contact Center quality concerns.
Attending calibration and meetings to ensure requirements are on par.
Training CSR&039;s on soft skills, call handling, ticket handling and communication skills.
Providing feedback and coaching based on quality audits, complaints and seller satisfaction.
Ensuring Quality Monitoring is done to improve overall quality performance across the project based on the quality standards.
Analyze the root cause of issue and able to design action plan.
Ensuring contact reason categories are tagged correctly.
Training CSR on new implementations and process changes.
Generating process and guidelines for CSR&039;s to adhere.

Yêu Cầu Công Việc
Strong organizational, planning, prioritization skills.
Have 1+ year of experience in developing and implementing quality assurance programs in a call center environment.
University/Colleges required.
Intermediate to advanced reporting skills.
Good at English both written and spoken.
Ability to solve problems quickly and independently while working in a fast- paced environment.
Excellent ability to identify and analyze data for trends.
Ability to multitask and perform in constantly changing environment.

Chế độ thưởng
Laptop
Chăm sóc sức khỏe
Phụ cấp
Tăng lương
Nghỉ phép năm
Chế độ bảo hiểm
Đào tạo

Cập nhật gần nhất lúc: 2024-03-04 00:23:41