Overview :
Recruiter : Alma Martinez
Reports to : Tamara Solis
This position is available in Las Fuentes & Querétaro
POSITION SUMMARY STATEMENT :
The quality analyst is responsible for, using coaching skills, developing the skills that agents require to meet our service goals.
One of the main activities carried out with the 35 assigned representatives is, through call monitoring, to identify if the agents are complying with our quality standard.
During the face-to-face sessions, implement the plan that support and allows the agent to improve the areas of opportunity detected.
During the month, you will handle different meetings with supervisors and managers where we share metrics and calibrates the expected quality standard, with the support of his supervisor
DETAILED RESPONSIBILITIES :
1. Conducts Quality assurance audits (Call Monitoring)
2. Agent Coaching Sessions
3. Conducts training sessions (audience : agents, supervisors, and managers)
4. Clearly identify and report Serious Actions during the calls
5. Display flexibility and assist with ad hoc projects as they may arise.
Job Qualifications :
REQUIRED QUALIFICATIONS :
Skills :
- Analytic thinking
- Active listening skills
- Team Player
- Reading, speaking communications skills according to audience
- Multitasking
- PC, Windows, Office skills, excel
- Flexibility
- Leadership skills
For internal candidates :
- 90% QA Score combined average in the last 3 months (Daily Shake)
- Open to all skills / MR preferrable
Languages :
Fully Bilingual (SPA & ENG) / Advanced level in english & spanish
Experience :
Customer services experience
Education :
- High school (Required)
- Desired : Bachelor’s degree In Progress or Completed
PREFERRED QUALIFICATIONS :
- Know another language besides English and Spanish (French & / or Mandarin)
- VISA
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