Performance Excellence Specialist
2 weeks ago
About the Role
Kshema is seeking a highly skilled Performance Excellence Specialist to join our team. This exciting opportunity offers a competitive salary of $60,000 - $80,000 per annum.
Job Summary
The Performance Excellence Specialist will be responsible for monitoring, evaluating, and enhancing the performance of inbound and outbound call center agents in both sales and customer support roles. The primary focus is on ensuring agents deliver high-quality customer interactions, maintain compliance with company policies, and meet or exceed performance standards.
Main Responsibilities
- Evaluate agent performance using various metrics, including call quality score, sales conversion rate, customer satisfaction (CSAT), Net Promoter Score (NPS), and first-call resolution (FCR).
- Develop and implement strategies to improve agent performance, including training programs, coaching sessions, and process enhancements.
- Collaborate with multiple teams, including sales, customer support, training, and management, to ensure high-quality service delivery across all customer interactions.
- Analyze data to identify trends and areas for improvement, and make recommendations to senior leadership.
- Maintain accurate records of agent performance and provide regular feedback to agents.
Requirements
To be successful in this role, you will need:
- A Bachelor's degree in Business, Communications, or related field (or equivalent work experience).
- 2+ years of experience as a Quality Analyst in a call center environment, preferably with exposure to both sales and customer support functions.
- Strong understanding of sales processes, customer service best practices, and performance metrics.
- Excellent analytical and problem-solving abilities.
- Strong communication and interpersonal skills, with the ability to deliver feedback effectively.
- Familiarity with CRM software, call recording tools, and quality management systems.
- Proficiency in Microsoft Office (Excel, PowerPoint) for reporting and analysis.
Benefits
This is a fast-paced role within a dynamic call center environment. As a Performance Excellence Specialist, you will have the opportunity to work with a talented team, develop your skills, and contribute to the success of Kshema.
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