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Quality Assurance Manager
Location:
Montego Bay
Description:
Responsibilities includes: (but not limited to) Ensure that all deliverables meet minimum acceptable quality levels as defined by the incoming quality control standards of customers and third party organizations. Provide trend data to the site management team Act as the primary point of contact for escalated matters regarding the center's Quality, and related KPIs. Work with the team to use the Quality monitoring data management system to compile and track agent and team performances. Act as client liaison, responsible for handling matters involving Quality Determine the needs of customers by understanding their requests/concerns through various methods of listening programs. Competencies: Proficiency in the use of computer software applications including Microsoft Word, Excel and PowerPoint Excellent teamwork and interpersonal skills Excellent Customer Service skills Ability to work under pressure and without constant supervision Strong on confidentiality and professionalism Excellent time management skills Excellent oral and written communication skills Requirements: 1 -2 years being in call center management, working knowledge of applicable customer contact systems, monitoring systems, and reporting software / applications, analytical and process improvement skills, effective feedback, coaching, and motivation skills, excellent oral and written communications, strong interpersonal skills / performance-oriented, sound organizational and team-building skills, ability to work and adapt in a dynamic and fast-paced environment, proficiency with MS Office Products - Excel, PowerPoint, and Word applications, BI and speech analytic software, champion for high employee morale and an advocate to support positive change in our call center culture We offer : Competitive salary, PTO, medical, dental, vision B/g check, drug screening required
Company:
Segoso Caribbean
Posted:
April 15 on ApplicantPro, TalentPlusHire
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