Regalix - Quality Analyst/Assurance - International experience Must

JOB DESCRIPTION:

- Participates in design of call monitoring formats and quality standards.

- Performs call monitoring and provides trend data to the site management team

- Need to develop quality control measures, scripts and scorecard process and monitor them for effectiveness and accuracy.

- Create & use quality monitoring data management system to compile and track performance at team and individual level.

- Monitors emails from internal & external customers / contacts.

- Actively participates in customer care center operational improvements.

- Provides actionable data to various internal support groups as needed.

- Coordinates and facilitates call calibration sessions for contact center staff.

- Provides feedback to contact center team leaders and managers.

- Prepares and analyzes internal and external quality reports for management staff review.

- Must be able to conduct audits for trainees during training and OJT

REQUIREMENTS :

Over 2 years of contact center customer care QA experience from an international contact center / process.

Excellent oral, written and interpersonal communication skills.

Exceptional listening and analytical skills.

Experience in analyzing data and making recommendations to senior leaders

Intermediate to advanced level of knowledge with Internet technologies

Strong knowledge of customer care processes and techniques.

Demonstrated ability to work well in a team environment.

Dedication to providing exceptional customer service.

Proficiency in Microsoft Office programs, specifically Excel and Powerpoint

JOB COMPETENCIES:

- Be Accountable

- Achieve Results

- Maximize Customer Experience

- Analytical Thinking

- Planning & Organizing

- Technical Expertise

- Logical reasoning

- Ability to multitask in a fast paced environment

- Work independently

- Maintain excellent attendance

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