Technology: Be comfortable engaging with a wide range of technology, including Microsoft Office 365, Quality Assurance Tools, Call Recording Tools, Speech Analytics, and others. Time Management: Excellent time management skills to prioritize tasks, meet deadlines, and handle multiple projects simultaneously. Team Collaboration: Strong teamwork and collaboration skills to work effectively with supervisors, team leaders, and other stakeholders in implementing quality initiatives. Ability to multi-task and successfully operate in a fast-paced team environment. Thorough knowledge of key customer experience attributes and how individual frontline employee behaviors translate into Net Promoter Score / Customer Experience improvements.Ĭustomer Focus: Deep commitment to delivering outstanding customer experiences and an understanding of customer expectations and needs.Īdaptability: Ability to adapt quickly to changing priorities and environments in a fast-paced contact center setting. Ability to professionally interact with people at all levels inside and outside of the Company.Ĭoaching and Mentoring: Ability to provide effective coaching and mentoring to contact center agents, supporting their growth and development. Stay Up-to-date with Industry Best Practices: Keep abreast of industry trends, best practices, and emerging technologies related to contact center quality assurance, leveraging this knowledge to enhance evaluation methodologies and improve overall performance.Īttention to Detail: Strong attention to detail and the ability to identify nuances, patterns, and areas for improvement within customer interactions.Īnalytical Thinking: Excellent analytical and problem-solving skills to interpret data, identify trends, and provide meaningful insights to drive quality improvements.Ĭommunication Skills: Exceptional written and verbal communication skills to provide clear, concise, and constructive feedback to agents and stakeholders. Provide Actionable Feedback: Deliver comprehensive feedback to contact center agents and their supervisors, highlighting strengths, areas for improvement, and recommendations for enhancing customer interactions.ĭevelop Quality Improvement Plans: Collaborate with supervisors, team leaders, and Learning & Development to craft individual and team-based action plans aimed at improving agent performance and customer satisfaction.Īnalyze Performance Data: Utilize performance data and evaluation results to identify recurring issues, training needs, and process gaps, making recommendations for process enhancements and training initiatives.Ĭonduct Coaching and Training Sessions: As required, conduct one-on-one coaching sessions and group training sessions to address skill gaps, reinforce best practices, and promote continuous improvement among contact center agents.ĭocument Quality Findings: Maintain accurate and detailed records of evaluation scores, feedback provided, and action plans implemented, ensuring data integrity and reporting accuracy. Monitor Service Levels: Continuously monitor service levels to identify trends and patterns that impact the overall customer experience, ensuring adherence to established standards and procedures. Conduct Quality Assurance Evaluations: Perform thorough and objective evaluations of customer interactions (calls, chat sessions, and emails) based on predetermined quality metrics and guidelines.
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