Bilingüal Quality Agent
Current- Call monitoring for quality management according to the requested parameters. - Performance feedback to telephone operators (individually and in groups). - Presentation of Quality inductions (new entry agents).- Report generation (QA Data).- Provide reports of monitoring results.- Verification of call processes according to customer needs and sale procedures / Call Center services in order to ensure service levels.-Analyze and consolidate reports on monitoring and… Show more - Call monitoring for quality management according to the requested parameters. - Performance feedback to telephone operators (individually and in groups). - Presentation of Quality inductions (new entry agents).- Report generation (QA Data).- Provide reports of monitoring results.- Verification of call processes according to customer needs and sale procedures / Call Center services in order to ensure service levels.-Analyze and consolidate reports on monitoring and measurement of services and qualitative quality, in order to ensure compliance with objectives agreed with the Company.- Propose corrective and preventive actions as a result of the review of quantitative and qualitative quality indicators.- Perform the auditing of the qualitative evaluation process to the Service Supervisors, regarding the monitoring of tele-operators, suggesting corrective actions and controlling their application.- Participate in quality initiatives that are implemented to improve services.- Participate in calibration sessions with the Client to ensure compliance with the required and auditable standard. Show less
