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The Quality Controller is responsible for monitoring front line, direct contact with Customer Service Representatives. This is principally done through reviewing telephone calls and emails, reviewing functional processing, and reporting suggestions through coaching and feedback.
The quality assistant generally uses a computerized system for tracking, information gathering, and reporting results.
The quality assistant facilitates an improved customer experience by monitoring, educating, and motivating contact center representatives in providing quality service.
He/she recognizes training needs and partners with Management to create appropriate programs / modules. All feedback and responses are handled in a timely manner. Most of these activities follow standard procedures and policies.
Skills and Qualifications:
Verbal Communication/Soft Skills;
You are self-motivated and get along well with your team
You speak and write Spanish fluently and clearly, and English would be a plus
You hold a Bachelor Degree;
A minimum of 1 year of work experience in Customer Service environment;
Meal Vouchers after 3 months;
Private Medical Insurance
-Document quality audit results, providing accurate and timely reports results to the department management.
-Provide one-on-one and group training for the new joiners to the team.
-Responsible for a regular control of the quality in Spanish and stimulate quality improvement whenever necessary or possible.
- Prepare and deliver regular coaching sessions focused on quality and grammar of calls and mails and performance metrics.
- Identify and communicate trends or areas of opportunity.
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