*who are we looking for?*
*duties and responsibilities*:
- supports operations in guaranteeing that agents best appropriate customer service
- develops a structure and process for calibrating internal and external qa resources to guarantee compliance with qa policies, and review it on a regular basis.
- closes gaps in qa and training by integrating the overall qa process with the csat program to understand the demands of clients.
- establishes a quality assurance methodology and framework to evaluate each partner's service delivery quality in each country, and works with each partner to develop a strategy to address any performance gaps that are found.
- develops, coaches, and mentors the team to ensure a highly effective and productive workforce.
- oversees a group of quality assurance specialists that assess customer service instances using a quality monitoring form that has been certified.
- examines business data, develops, and puts into practice strategies to enhance agent performance.
- records team processes and business policies to keep track of the structure, standards, and practices for quality management.
*skills and qualifications*:
- minimum 3 years of bpo experience, at least 2 of which must have been spent in a quality supervisor capacity or an equivalent position.
- has thorough knowledge of the quality management system
- reviews and creates high-quality forms and procedures
- knows how to use google sheets and excel
- excellent english communication skills, both verbally and in writing.
- worked both individually and in a team environment
- knowledgeable about several coaching philosophies and has expertise in developing team and individual performance
- detail-oriented, extremely organized, proactive, and capable of planning and executing
- devoted to improving client experience
- shows integrity and a high degree of ethics
- the capacity to lead and influence various types of people
*what we offer*:
- great base salary plus bonuses up to $28,000 per month
- law benefits
- life insurance
- pantry vouchers