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Analyst, QA Bilingual, Nam
hace 4 meses
Descripción:
Deadline to apply: January 10th at 5:00 pm
STATEMENT:
The quality analyst is responsible for, using coaching skills, developing the skills that agents require to meet our service goals.
One of the main activities carried out with the 35 assigned representatives is, through call monitoring, to identify if the agents are complying with our quality standard. During the face-to-face sessions, implement the plan that support and allows the agent to improve the areas of opportunity detected.
During the month, you will handle different meetings with supervisors and managers where we share metrics and calibrates the expected quality standard, with the support of his supervisor
DETAILED RESPONSIBILITIES:
Include the responsibilities of the position 5 to 8 in total Please be sure that each one is a responsibility and not an activity ranking by importance.
1. Conducts Quality assurance audits (Call Monitoring)
2. Agent Coaching Sessions
3. Conducts training sessions (audience: agents, supervisors, and managers)
4. Clearly identify and report Serious Actions during the calls
5. Display flexibility and assist with ad hoc projects as they may arise.
SUPERVISORY RESPONSIBILITIES:
Grade Number of Employees
Management Path Technical Path FTE Part Time Contingent
Vice President Vice President
Senior Director Senior Director
Director Director
Senior Manager Principal II
Manager Principal I
Manager I Expert
Supervisor Professional X
Coordinador Staff IV
Staff III Staff III
Staff II Staff II
Staff I Staff I
Calificaciones:
REQUIRED QUALIFICATIONS:
**Skills**:
- 3 years of Customer Service experience.
- 90 QA Score in each of the last 6 months. (Only for agents).
- Team Leader Role (experience desirable).
- 2-year Employed by SIHIM/GSALF/Herbalife Mexicana.
- At least 2-year in current position.
- No administrative actions in the last 6 months.
- No unjustified absences in the last 6 months.
- Performance rating minimum of “Meets Expectations”.
Languages:
- Native in Spanish
- Advance in English
**Experience**:
- Previous QA experience desirable
- 2 - 3 years’ customer services experience
**Education**:
(Bachelor’s degree, Master, Certificates, Licenses, Registrations, high school.)
- High school
PREFERRED QUALIFICATIONS:
- Know another language besides English and Spanish.
Reclutador: Zulema Rivera
