.Who We Are:ContactPoint 360 Inc., is a global organization offering onshore & nearshore contact center solutions. We lead with our philosophy of people first and are most passionate about creating employee engagement through new and advanced Business Process Outsourcing (BPO) technologies.We're proud to call ourselves innovative leaders in the industry and value how we've been able to grow significantly from 5 to 1000+ employees since opening 12 years ago. We're Great Place to Work certified and offer an award winning culture that is enthusiastic about adding next level talent to our operations as we continue to expand our work from home solutions and our brick & mortar locations too. We trust and empower our team when it comes to providing the best human experiences. We believe in thinking and acting differently. We're proud to provide you a career path that will support your development and growth. It is a win-win and we love promoting from within too. During your on boarding experience, we'll teach you the necessary skills as well as the in and outs for this particular role. ContactPoint 360 Inc., is not just somewhere to get a pay cheque but a place that you can call your work-home and thrive to your highest potential both professionally and personally.Scope:**Responsibilities**:- Participates in the design of call monitoring formats and quality standards- Performs call monitoring and provides trend data to the site management team.- Uses quality monitoring data management system to compile and track performance at team and individual levels.- Participates in customer and client listening programs to identify customer needs and expectations.- Provides actionable data to various internal support groups as needed.- Coordinates and facilitates call calibration sessions for staff.- Provides feedback to team leaders and managers.- Prepares and analyzes internal and external quality reports for management staff review.- Perform other duties as assigned.Knowledge, Skill Set & Qualifications:- 2-3 years of Call Center Experience- Bachelor's Degree a plus- Excellent verbal, written and interpersonal communication skills- Outstanding customer service skills and dedication to providing exceptional customer care- Must be a self-motivator and self-starter- Focus on quality and customer service- Exceptional listening and analytical skills- Solid time management skills- Must be able to effectively deal with people at all levels inside and outside of the Company- Creative ability & writing proficiency- Ability to multitask and successfully operate in fast-paced, team environment- Must adapt well to change and successfully set and adjust priorities as needed- Must be proficient with Microsoft Office (intermediate Word, basic Excel)- Ability to remain calm and courteous under pressure and navigate tense situations, especially during busy hours
