Participates in design of call / email monitoring formats and quality standards. Uses quality monitoring data management system to compile and track performance at team and individual level. Participates in Member listening programs to identify customer needs and expectations.

Technical/Analyst Responsibilities Analyze call center data to generate valuable insights to predict customer trends. Track key quality assurance metrics for improvement strategies. Monitor KPIs, track quality metrics and provide regular analytics reports to upper management. Make recommendations on process and policy improvements from reports. Recommend call center QA software and training for customer support teams to meet and exceed customer service… Show more Technical/Analyst Responsibilities Analyze call center data to generate valuable insights to predict customer trends. Track key quality assurance metrics for improvement strategies. Monitor KPIs, track quality metrics and provide regular analytics reports to upper management. Make recommendations on process and policy improvements from reports. Recommend call center QA software and training for customer support teams to meet and exceed customer service expectations. Develop and improve knowledge of products and knowledge of call center performance and functional requirements.Customer Service/Satisfaction Responsibilities Review agents’ conversations across all contact touchpoints to measure teams’ performance and track customer support quality. Contribute to call calibration sessions to evaluate agent performance. Identify lapses in agents’ performance and provide constructive feedback for improvement. Engage in customer listening to identify customer pain points and expectations. Drive the implementation of improved customer engagement strategies to increase agents’ efficiency. Serve as an intermediary for escalations from agents and customers. Ensures communication is effectively delivered and appropriately addresses all customer concerns. Show less

Maintaining a positive, empathetic and professional attitude toward customers at all times.Responding promptly to customer inquiries.Communicating with customers through various channels.Acknowledging and resolving customer complaints.Knowing our products inside and out so that you can answer questions.Processing orders, forms, applications, and requests.Keeping records of customer interactions, transactions, comments and complaints.Communicating and coordinating… Show more Maintaining a positive, empathetic and professional attitude toward customers at all times.Responding promptly to customer inquiries.Communicating with customers through various channels.Acknowledging and resolving customer complaints.Knowing our products inside and out so that you can answer questions.Processing orders, forms, applications, and requests.Keeping records of customer interactions, transactions, comments and complaints.Communicating and coordinating with colleagues as necessary.Providing feedback on the efficiency of the customer service process.Managing a team of junior customer service representatives.Ensure customer satisfaction and provide professional customer support. Show less

Worked as an operator in different projects

Managing transactions with customers using cash registersScanning goods and ensuring pricing is accurateCollecting payments whether in cash or credit