Quality Monitoring Coordinator
Viva
Athens, Attica, Greece
πριν από 19 ώρες

Description

We are looking for an enthusiastic Quality Monitoring Coordinato r to join our Customer Service team in Athens. The successful candidate will ensure objectives are being met so that the company maintains operations at an optimal level.

More specifically, as Quality Monitoring Coordinator, you will :

  • Ensure that representatives are delivering a high level of customer service through the use of call driver analysis and other data consolidation tools;
  • Partner with CS teams, to coordinate and execute strategies for quality monitoring;
  • Evaluate recorded customer calls and online e-mail / chat responses of Customer Care and score against published Service Standards;
  • Verify that agents are providing accurate solutions to customers;
  • Review timely fulfillment of customer requests and ensure compliance with company’s policies and procedures.
  • Collaborate with supervisors with regular performance feedback on the agents
  • Track, analyze and report customer complaints
  • Analyze trends and provide relevant insight to CS teams, such as department metrics, system or process efficiencies.
  • Participate in the design of quality monitoring forms and quality standards
  • Conduct calibration sessions with supervisors and management teams
  • Requirements

    To be considered you should have :

  • Minimum of 2 years of experience performing quality assurance in a contact center environment;
  • Excellent use of the English and French language;
  • Experience in developing and implementing QA programs highly preferred;
  • Strong written and verbal communication skills.
  • Exceptional listening and analytical skills
  • Proficient in Word, Excel and PowerPoint for presentations and reports required;
  • Experience in Payments sector will be highly appreciated;
  • Benefits

    We are offering an attractive competitive salary and the opportunity for a rapid career development, working closely with a highly motivated team in a dynamic and fast- paced environment.

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