Quality Specialist
Infosys
San José
hace 5 días

Job Description

Quality Specialist Costa Rica

In this role, a Quality Specialist is expected to perform call monitoring and provide actionable insights. Through call monitoring, a QA Specialist will gather information to help improve agent performance.

They will also be responsible to work to meet the agreed expectations as per the service quality plan, based on the process, changes in client commitments.

Location for this position is Costa Rica

Basic :

  • High School Diploma or GED Equivalent
  • At least 2 years of experience in call center / contact center
  • Advance level in English language C1 minimum
  • Must have experience in :

  • Monitoring the performance of Call Center Representatives according to the call flow, service expectations
  • Identifying opportunities for training and coach Call Center Representatives through corrective and preventive measures
  • Identifying and reporting operational risks by analyzing calls / chats
  • Preparing best practice decks, formulating documentation, checklists in order to help the team improve
  • Leading calibration sessions with Call Center Representatives and / or Managers
  • Identifying and recognize quality and performance trends and communicate to Manager
  • Reporting metrics and action plans to Call Center management
  • Recommending changes and participating in analysis of workflows and procedures to improve efficiency in member service
  • Assisting members and staff with account inquiries, account maintenance, and problem resolution on the phone, by email, or in writing as required
  • Handling calls in a customer service environment
  • Desired experience in :

  • L1 / L2 technical helpdesk
  • About Us

    Infosys BPM, the business process management subsidiary of Infosys (NYSE : INFY), provides end-to-end transformative services for its clients across the globe.

    The company’s integrated IT and BPM solutions approach enables it to unlock business value across industries and service lines, and address business challenges for its clients.

    Utilizing innovative business excellence frameworks, ongoing productivity improvements, process reengineering, automation, and cutting-edge technology platforms, Infosys BPM enables its clients to achieve their cost reduction objectives, improve process efficiencies, enhance effectiveness, and deliver superior customer experience.

    Infosys BPM has 32 delivery centers in 16 countries spread across 6 continents, with more than 38000 employees from over 80 nationalities, as of Nov 2019.

    The company has been consistently ranked among the leading BPM companies globally and has received over 60 awards and recognitions in the last 5 years, from key industry bodies and associations like the Outsourcing Center, SSON, and GSA, among others.

    Infosys BPM also has very robust people practices, as substantiated by the various HR-specific awards it has won over the years.

    The company has consistently been ranked among the top employers of choice, on the basis of its industry leading HR best practices.

    The company’s senior leaders contribute widely to industry forums as BPM strategists.

    EOE / Minority / Female / Veteran / Disabled

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