BPO Quality Analyst for a PIONEER ACCOUNT
7 days ago
Responsibilities:
- Evaluate a required number of interactions (phone, chat, and/or e-mail) per week for all agents
- Accurately evaluate teammate behaviors using the company's C.O.R.E. practice to successfully identify impacting strengths and opportunities
- Consistently and accurately communicate client opportunities to stakeholders
- Actively participate in weekly/bi-weekly calibration sessions
- Conduct weekly feedback sessions to impart communication and behavioral gaps to ensure customer service representative's continuous performance improvement
- Render phone time to keep product knowledge, skills and behaviors up to date
Requirements:
- 2-year undergraduate degree (communications arts and education majors preferred)
- At least 1 year of experience as a call center/BPO Quality Analyst
- Excellent Verbal and Written Communication Skills
- Experience in developing talents to its full potential
- Proficient in creating reports and in using MS Office
- Must be willing to work flexible schedules (including weekends and holidays)
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