Responsibilities:
Analyzes/audits service incident data, emails, voice clips, and customer surveys to identify areas of service delivery that did not meet pre-established performance standards within the Call Centre. Proper sampling of the phone calls and then report the results of the study.
Provides structured and timely recommendations; verbal and/or written feedback to Quality Manager, Call Centre leadership, Call Centre operations, analysts and the Service Quality teams.
Performs mock calls with new hires post-training to determine readiness for moving into support.
Develops and conducts targeted group coaching sessions for analysts that address Service Quality deficiencies and/or improvement opportunities.
Uses customer service expertise to assess existing practices and procedures for process improvement opportunities with all Call Centre teams and sites.
Uses Call Centre tools to gather data and analyze trends or patterns affecting quality.
Collaborates with call quality team members to identify and streamline processes and implement process standards that enhance service delivery and the customer experience.
Primary Qualifications:
Education: A good first degree in any relevant discipline
Professional Qualification: Relevant training certificate
Experience: 3-5 years’ experience in Quality Assurance
Functional/Technical:
Problem analysis and problem solving skills
Attention to details and accuracy.
Knowledge of customer service principles and practice
Data collection and ordering.
Applicants should send their cvs to recruitment@yudala.com
Apply via :
recruitment@yudala.com
