Quality Assurance - App Travel

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

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

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

Cập nhật gần nhất lúc: 2024-04-03 12:09:36