*key responsibilities*:- provide constructive feedback and coaching to customer service agents to enhance performance and adherence to company policies.- identify trends, areas for improvement, and opportunities for training or process improvement.- collaborate with the quality assurance and training teams to design and implement corrective actions.- prepare detailed reports and dashboards on agent performance and provide regular updates to management.- maintain up-to-date knowledge of products, services, and industry best practices to assess performance accurately.
*requirements*:- previous experience in quality monitoring, customer service, or a similar role.- excellent communication skills in english, both written and verbal.- strong attention to detail and the ability to analyze performance data.- ability to provide constructive feedback and handle sensitive situations professionally.- proficiency in microsoft office suite (excel, word, etc.)
and crm systems.- ability to work independently and as part of a team in a fast-paced environment.- availability to work flexible hours, including evenings or weekends if needed.tipo de puesto: tiempo completosueldo: a partir de $12,000.00 al mestipo de jornada:- incluye fines de semana- turno de 8 horaslugar de trabajo: empleo presencial