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
1. 3 positions QA
2. Listen to agent calls, qualify calls.
3. Give coaching.
4. 2 years of experience, max 4 within the budget
5. C1 of English because he will be correcting the other agents.
6. Budget : 674 to 789 thousand (always look for the average and ask the expectation).
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