Call Center Qa

**Job Summary**:
**Duties/Responsibilities**:

- Maintains and develops internal quality standards.
- Analyze NPS and CSAT results and provide constructive feedback and action plans for improving results.
- Recommend enhancement or updates to supporting materials and training programs to improve customer experience.
- Coordinate and participates in calibration sessions to ensure consistency in monitoring and evaluation standards.

Executes weekly and monthly evaluation of all contact center frontline support team members.
- Completes and distributes weekly/montly reporting of evaluation progress.
- Completes and distributes weekly/monthly reports on performance trends on business, team, and agent levels.

**Required Skills/Abilities**:

- Strong written and verbal communication skills and ability to present information in a clear and concise manner.
- Experience working in a fast-paced environment and ability to manage multiple tasks with a varying degree of complexity and difficulty.
- Experience conducting in-person coaching, development, and interactive training sessions in call center environment.
- Outstanding customer service skills and dedication to providing exceptional customer care
- Proficient Microsoft Office Suite or related software.
- Bi-lingual with exceptional English language and writing skills.

**Education and Experience**:

- **At least 2 years of experience in a quality assurance or call center leadership role.**:

- Experience developing action plans to improve quality standards or KPI performance.
- Experience with business intelligence system.
- High School Diploma.
- Bachelor's Degree a plus.

Tipo de puesto: Tiempo completo

Salario: $6,500.00 - $7,000.00 a la semana

Horario:

- Diurno
- Lunes a viernes
- Turno de 8 horas

Pregunta(s) de postulación:

- ¿Cual es tu grado de escolaridad mas alto?
- ¿Hablas Inglés?
- ¿Cuántos años de experiência tienes como QA en call center?

Lugar de trabajo: Empleo presencial