Contact center quality monitoring specialist

Azienda

Il nostro Cliente è una prestigiosa Azienda operante nel settore dei trasporti. Stiamo cercando:

Descrizione

CONTACT CENTER QUALITY MONITORING MANAGER

He/She will be responsible for:

• Evaluating quality for one or more contact types (e.g., calls, email, chat..) via random sample remote monitoring against quality standards, ensuring quality goals are met.

• Evaluating contact quality (i.e.: effective customer service, documentation, compliance, and cosmetics such as volume, rate, tone, enunciation, grammar, etc.) via random sample remote monitoring against quality standards, ensuring quality goals are met.

• Developing and maintaining scoring. Develops and maintains a statistical database on all observed contacts to align with identified metrics. May also be required to develop quality benchmarks and reports to evaluate and measure performance of programs, caregivers and/or third party vendors and processes and procedures.

• Developing and maintaining after
•call survey questions in phone and/or tracking system software. Tracks and trends patient and/or caregiver feedback from after
•call survey and escalated complaints. reports issues to leadership and participates in identifying process improvement opportunities.

• Providing statistical reports to leadership regarding quality of service results. Identifies and reports on trends, resolves gaps, and makes quality improvement recommendations accordingly.

• Providing direction/education to staff, leadership, and third party vendors regarding the application of quality improvements and standards.

• Conducting audits and makes recommendations to improve quality. Maintains awareness of and notifies leadership of actual or potential quality/compliance issues.

• Providing positive and constructive feedback of monitored staff or third party vendors

Requisiti

Required Functional Experience:
• At least 4 years of experience in a call center, service desk, and/or customer service environment.
Knowledge, Skills & Abilities
• Diplomacy and tact in dealing with management, staff, and customers.
• Excellent written and verbal communication skills, customer service and interpersonal skills.
• Demonstrated ability to identify gaps in service quality, problem solve, and educate on quality/process improvement.
• Ability to analyze trends and data and display in a statistical format.
• Demonstrated proficiency in the use of Microsoft Office Excel, PPT, Word and Sales Force.
• Ability to learn new systems as needed

Luogo di lavoro:

ROMA

Disponibilità:

Assunzione diretta

Tipologia:

Full Time

Data pubblicazione:

22/11/2021

Codice annuncio:

42696

Visualizzazioni annuncio:

1003

Nome filiale:

676 DIVISION MPP ROMA

Numero di candidati ricercati:

1
NOTE LEGALI:
Manpower è una compagnia eticamente responsabile. Il servizio è gratuito. I candidati ambosessi (L.903/77 - D.Lgs. n.198/2006) sono invitati a leggere l'informativa Privacy su www.manpower.it Aut. Min. Prot. N. 1116 - SG - del 26/11/04.
Il titolare della registrazione e/o candidatura dichiara di essere a conoscenza delle sanzioni penali previste in caso di dichiarazioni mendaci o contenenti dati non più rispondenti a verità come previsto dal D.P.R. nº445 del 28.12.2000

Contact center quality monitoring specialist

ROMA
Assunzione diretta
Full Time
22/11/2021
42696
1003
676 DIVISION MPP ROMA
1

Azienda

Il nostro Cliente è una prestigiosa Azienda operante nel settore dei trasporti. Stiamo cercando:

Descrizione

CONTACT CENTER QUALITY MONITORING MANAGER

He/She will be responsible for:

• Evaluating quality for one or more contact types (e.g., calls, email, chat..) via random sample remote monitoring against quality standards, ensuring quality goals are met.

• Evaluating contact quality (i.e.: effective customer service, documentation, compliance, and cosmetics such as volume, rate, tone, enunciation, grammar, etc.) via random sample remote monitoring against quality standards, ensuring quality goals are met.

• Developing and maintaining scoring. Develops and maintains a statistical database on all observed contacts to align with identified metrics. May also be required to develop quality benchmarks and reports to evaluate and measure performance of programs, caregivers and/or third party vendors and processes and procedures.

• Developing and maintaining after
•call survey questions in phone and/or tracking system software. Tracks and trends patient and/or caregiver feedback from after
•call survey and escalated complaints. reports issues to leadership and participates in identifying process improvement opportunities.

• Providing statistical reports to leadership regarding quality of service results. Identifies and reports on trends, resolves gaps, and makes quality improvement recommendations accordingly.

• Providing direction/education to staff, leadership, and third party vendors regarding the application of quality improvements and standards.

• Conducting audits and makes recommendations to improve quality. Maintains awareness of and notifies leadership of actual or potential quality/compliance issues.

• Providing positive and constructive feedback of monitored staff or third party vendors

Requisiti

Required Functional Experience:
• At least 4 years of experience in a call center, service desk, and/or customer service environment.
Knowledge, Skills & Abilities
• Diplomacy and tact in dealing with management, staff, and customers.
• Excellent written and verbal communication skills, customer service and interpersonal skills.
• Demonstrated ability to identify gaps in service quality, problem solve, and educate on quality/process improvement.
• Ability to analyze trends and data and display in a statistical format.
• Demonstrated proficiency in the use of Microsoft Office Excel, PPT, Word and Sales Force.
• Ability to learn new systems as needed
NOTE LEGALI:
Manpower è una compagnia eticamente responsabile. Il servizio è gratuito. I candidati ambosessi (L.903/77 - D.Lgs. n.198/2006) sono invitati a leggere l'informativa Privacy su www.manpower.it Aut. Min. Prot. N. 1116 - SG - del 26/11/04.
Il titolare della registrazione e/o candidatura dichiara di essere a conoscenza delle sanzioni penali previste in caso di dichiarazioni mendaci o contenenti dati non più rispondenti a verità come previsto dal D.P.R. nº445 del 28.12.2000