Quality Monitoring Evaluation

hace 2 semanas

Aguascalientes, México Nissan A tiempo completo

The evaluator is responsible for consistent and accurate review, scoring, and feedback when evaluating interactions for the NMAC contact center employees. Score interactions utilizing established standards for customer experience and adherence to company compliance and business practices, policies, and procedures. Maintain awareness of gaps and identify system issues affecting interaction availability. This person will operate under the direction of the Supervisor, Quality Monitoring.

**Responsibilities**

1. Score interactions for client departments following established procedures.

2. Maintain a consistent and accurate approach when reviewing and scoring interactions.

3. Manage personal productivity to ensure interactions are scored within expected time frames.

4. Identify recurring behaviors and provide trends to the QM Sr. Coordinator.

5. Participate in team meetings, focus groups, brainstorming discussions, calibration sessions, and department meetings.

6. Troubleshoot system and service issues that affect the completion of assigned portfolios and communicate findings.

8. Identify new processes and enhancements to existing processes and provide recommendations.

9. Provide on-the-job training to new and existing employees.

10. Be able to take customer calls to maintain skills and knowledge.

11. As necessary, perform other related duties of which the above is representative.

**Required description.**
- Job knowledge and skills: Strong foundation in operational and/or NMAC processes.
- Works with a sense of urgency to achieve department goals, while maintaining quality of work; ability to prioritize multiple work assignments with ongoing deadlines.
- Possess good judgment, business acumen; attention to detail; critical thinking, and problem-solving skills.
- Effective communication (written and verbal) skills.
- Must be available for a flexible work schedule to meet department workflow needs.
- Able to work with all levels of employees/management.
- Solid relationship building with teams and all organizational customers.
- ** Must have experience in Customer Service, Collections or Funding environment.**:
**Nissan (NMEX, NRFS, NRFM y ANZEN) realiza contrataciones con base al cumplimiento del perfil de puesto en la vacante, sin distinción, ni discriminación **por género, identidad y/o expresión de género, orientación sexual, **raza, color, idioma, religión, opinión política o de cualquier otra índole, origen nacional o social, posición económica, nacimiento o cualquier otra condición.**

**Nissan (NMEX, NRFS, NRFM and ANZEN) hires based on the fulfillment of the job profile in the vacancy, without distinction or discrimination based on gender, gender identity and/or expression, sexual orientation, race, color, language, religion, political or any other opinion, national or social origin, economic position, birth or any other condition.**
Aguascalientes Aguascalientes Mexico

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