Executive - Quality Audit
1 week ago
Perform call monitoring and provides trend data, quality reports, and feedback to Respective Stake holders & Manager.
- Uses quality monitoring data management system to compile and track performance at team and individual level.
- Participate in Member listening programs to identify customer needs and expectations.
- Provide actionable data to various internal support groups as needed.
- Coordinate and facilitate call calibration sessions for call centre staff.
- Perform other duties as assigned.
- Outstanding customer service skills and dedication to providing exceptional customer care.
- Focus on quality and customer service, Exceptional listening and analytical skills.
- Ability to multitask and successfully operate in a fast - paced, team environment.
**Job specifications**
- Must have demonstrated strong organizational, time-management, and written and oral communication skills.
- Must be a self-motivator and self-starter, Solid time management skills;
- Must be able to effectively deal with people at all levels inside and outside of the Company;
- Must be proficient with Microsoft Office (intermediate Word, Excel);
- Able to handle multiple tasks while working independently and collaborate with tact and diplomacy.
- Substantial internal knowledge of products, quality, and performance metrics is required.
- Assist with gathering information for department Audits.
**Experience**:
- total work: 2 years (preferred)
Work Location: In person
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