To ensure that Call centers agent provide information or service fit for its purpose and meets customer expectations with high standardize of service quality by monitoring and Liaisons with call center to ensure the standardized quality measurements monitor between QA and call center.
Principal Accountabilities:
1.Highly applies specialist knowledge and skills in monitoring Call Center by listening call, non-phone, web chat and providing professional advice and feedback to departmental members, to ensure they perform and follow the companys standard and meet overall quality customer service
2.Coordinates and facilitates call calibration sessions and to be instructor for easy exceed, Quality Assurance standard sessions for Call Center Operation and Quality Assurance team to acknowledge in the same standard.
3.Liaise with concerned parties to provide feedback and recommendation about Product & Services, System and Business Processes improvement to meet customer needs and expectations and also for agents working effectiveness and efficiency.
4.Liaise with Manager where necessary to set up and redesign Call Centers standard.
5.Monitor and record individuals progress towards achievement of target monitoring and correctness evaluation & feedback.
6.Undertake regular and progressive personal development to ensure continuous professional development.
7.To provide, gather, prepares, analyzes, and send internal & external quality & accuracy reports, important issues of monitoring to Call Center operation, and weekly report to Reporting team or manager as needed and on time as per agreement. The report such as Daily feedback monitor on Agent, Follow up process assurance, Analysis Strength and weakness, Top 5 feedback.
8.Other tasks as assigned.
คุณสมบัติผู้สมัคร :
1. Bachelors degree in any field. 2. 2 - 3 years of call center customer care experience. 3. 1- 2 years of call center quality assurance experience, will be advantage 4. Exceptional listening and analytical skills. 5. Intermediate level of knowledge/expertise with PC hardware and software (Ms Office), report generation. 6. Strong knowledge of customer care processes and techniques. 7. Service mind with positive attitude. 8. Dedication to providing exceptional customer service. 9. Can coaching and feedback to call center team.
