Bpo Quality Assurance Supervisor

hace 1 semana


Monterrey, Nuevo León, México ContactPoint 360 A tiempo completo
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 highquality 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
  • Detailoriented, 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
  • Major Medical Expenses


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