Bilingual Quality Control/Training Specialist for TOC Service Desk (ESD)
Equifax, Inc
Heredia, Heredia, Costa Rica
hace 1 día

Position Description

This position is effectively responsible for executing Quality & Training procedures for the Equifax Service Desk (ESD) functions (BackOffice and CC functions) and overseeing all day-

to-day efforts of auditing cases and calls, documenting defects found, providing feedback to supported area’s reps, create / follow up coaching procedures and analyzing findings and Quality gaps that need to be addressed to improve the customer experience by reducing errors and rework for these functions, responsible for learning & becoming proficient in assigned processes, deliver training as needed, in charge of assessing knowledge among the trainees and communicating results on a regular basis

Duties and Responsibilities

  • Execute quality control procedures (audits) for supported programs in accordance to the GSS Quality framework and guidelines
  • Analyze Quality data in order to find gaps and critical issues that need to be addressed ASAP
  • Report quality results to Site Director, ESD leadership team and Staff in regular basis
  • Create and follow up coaching processes for Quality low performers and follow up progress in conjunction with Team Manager
  • Provide feedback in regular basis to supported reps in ESD organization
  • Execute Quality initiatives for supported programs
  • Coordinate and attend calibration meetings with Quality Supervisor / Lead and business owners and / or external vendors, as needed to ensure alignment of supported team and other teams / stakeholders
  • Maintain an assertive communication; keep day to day effective contact with supported reps, Team Leads and Supervisors
  • Provides all standard operation procedure and manual to new hires staff and any tools that may be required to accomplish the training.
  • The new hires will be tested and feedback giving to supervisory staff as well as Senior Management for calibration of class.

  • The trainer follows up and review new hires performance with the supervisory staff to accomplish learning curves (production & quality).
  • Creates monthly assessments to leverage knowledge among agents.
  • Manage performance of staff using best-in-class company practices, including proactive coaching and up skilling to develop, empower and refine skill sets of trainees
  • Competencies

  • Must be Client Satisfaction Oriented
  • Must have strong interpersonal skills and professional attitude
  • Must have Leadership skills
  • Must respond quickly to unexpected changes with creativity and optimism
  • Must be a fast learner person
  • Excellent communication skills both written and verbal
  • Advanced problem solving skills
  • Excellent interpersonal conflict resolution skills
  • He or she should possess a professional demeanor as well as multitasking
  • The candidate should also be able to work well in a team setting and should be able to deal actively with customer satisfaction.
  • Ability to work under pressure with high performance teams and collaborative work culture.
  • Interacts effectively with management and customers at all levels.
  • Prioritizes and organizes own work to meet deadlines and deliver quality results.
  • Effectively balances quality and speed to deliver expected results.
  • Qualifications

  • Minimum 12 months within Equifax, must have very good performance (Quality and Production and no disciplinary actions within the last 3 months) is a must (Exceptions might be reviewed)
  • Strong knowledge / experience on Software development and / or troubleshooting processes is a must
  • Bilingual English Spanish B2 or higher level, Spoken and written is a must
  • Previous teaching experience is a plus
  • Knowledge in MS Office specially Excel and PowerPoint
  • Excellent communication skills both written and verbal
  • Advanced problem solving skills
  • Excellent interpersonal conflict resolution skills and a team player
  • Student of Industry engineering, computer sciences, business administration or any other college career related to processes is a plus but not required.
  • Schedule flexibility
  • Excellent interpersonal conflict resolution skills.
  • Experience in the following applications and tools is a PLUS :

  • Service Now
  • Microsoft Office
  • Microsoft Outlook
  • Google Chat / Hangout or Slack, or similar group chat technology
  • Genesys Call Center technology
  • App Dynamics monitoring / analysis tool
  • Apica Customer Experience monitoring tool
  • ExtraHop monitoring / analysis tool
  • Pager Duty Support Engagement and Alerting tool
  • Primary Location : CRI-Heredia

    Function :

    Function - Fulfillment / Operations

    Schedule : Full time

    Full time

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