**Job Summary**:
In this role, you will support to develop and shape Axos Bank's fromtline support strategy and execution.
You will work closely with the call center leadership team, internal, and cross functional stakeholders.
**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: $1.00 - $2.00 al mes
Experiência:
- QA ANALYST: 2 años (Obligatorio)
Idioma:
- Inglés (Obligatorio)
Lugar de trabajo: Empleo presencial