EASTWOOD | Quality Specialist | Online Advertising Account

Your responsibilities:

·         Monitor and coach/ mentor agents on a daily, weekly, and monthly basis for quality improvement

·         Maintain quality reports at Agent and Team level

·         Assist in developing and streamlining quality procedures

·         Perform Quality of Service analysis (Verbatim Categorization & Case research) on Agent and Team level

·         Contribute to the alignment with Team Managers and Quality Team to develop agent and team specific action and development plans

·         Support /jointly conduct weekly Agent Round Table with Team Manager

·         Communicate performance related indicators into the Team and back to the Management team

·         Handle customer inquiries

Your profile:

• Minimum of 9 month of relevant work experience in Call Centre or similar business
• Experience and knowledge of business highly preferred

·         Understanding of quality and operational KPIs

·         Ability to analyse quality and operational metrics; identify drivers and possible impacts and derive action plans out of those findings on individual/team level

·         Understanding of quality processes, tools and measures to evaluate and improve individual/team and overall performance

• Strong feedback and evaluation skills; ability to motivate, support and engage
• Good organizational, time management and prioritization skills

·         Excellent communication skills and a high focus on customer satisfaction

• Proficient language skills in supported language and good English skills (verbal/written)
• Good knowledge of Office applications (Excel, Word, PowerPoint, OneNote)
• Preferred if candidate was previously been given tasks outside the normal agent role like apprentice, floorwalker, subject matter expert, trainer assistant, ticket auditor, rta and/or team lead/POC