Service Desk
hace 2 meses
It is time for you to join us to show the world that we are the company that is coming to change paradigms, where we revolutionize hours, minutes and seconds.
Because in Rappi
WE SEE OPPORTUNITIES where others see problems.
WE SEE CLOSENESS where others see distance.
WE SEE ADRENALINE where others see pressure.
Join a team where we are all capable of EVERYTHING, where we all have the same opportunities regardless of gender, race, sexual orientation, religion, nationality, age, disability, training or experience.
We are waiting for you
Misión del puesto
Audit the quality issued by the service advisors by monitoring the interactions in the different channels, ensuring compliance with the objectives with which the processes were designed and implemented, as well as guaranteeing the customer experience. Establish action and follow-up plans for compliance with Quality indicators.
Roles and responsibilities- Monitor historical interactions, in real time or predictively in the different service channels, ensuring a correct measurement of the experience and auditing of process execution.- Carry out the analysis and interpretation of the results of the Quality monitoring of the service advisors, correctly evaluating and placing the quality note of the audit.- Carry out monitoring, feedback and support to groups of new recruits, evaluating both the training process and the identification of reinforcements required by service advisors.- Identification and management of quality findings detected from the monitoring, reports or alerts of the service operation.- Carry out, manage and follow up on alerts generated from Quality to the different areas of the operation, transversal support areas and the Rappi business area.- Comply effectively and efficiently with the productivity of monitoring, feedback, activities and goals assigned to the role.
Additional Information
- Minimum 1 year experience in Contact Center as Validator/Quality Auditor/Quality Monitor- Technician, technologist or professional in administration, industrial engineering or related careers.- Basic knowledge of SQL(queries)- Management of operational personnel Contact Center,- Intermediate Excel handling- Bilingual preference (Spanish - Portuguese)
Worker type:
Regular
Work Model:
-
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