Quality Analyst – GrowthFn

Website GrowthFn

Role & Responsibilities:
• Responsible for monitoring contacts
• Responsible for preparing and providing feedback to agents
• Data analysis and making designated reports/decks
• Participating in internal & external calibrations
• Communication to heighten awareness and focusing on importance of positive customer
experience
• Making recommendations and driving improvement
• Ensuring that internal policies, procedures, and compliance regulations are being followed
Identifying operational / training issues and helping team in fixing these gaps
Generic & Behavioral Skills
• Knowledge of Contact Centre methodologies and operational principles
• Advanced knowledge of MS products, particularly Excel
• Excellent communication skills
• Analytical – Able to analyze data and draw insights
• High level of accuracy and attention to detail
• Innovative and able to influence others
• Excellent process knowledge
• Interpersonal and communication skill
• Preferably from a voice process
• People oriented mindset

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