Contact Center Quality Assurance Analyst

at  RIA

• Coaching and Mentoring: Act as a mentor and coach for our Care representatives, providing ongoing guidance and support to improve their customer service skills and overall performance.
• Training Delivery: Develop and deliver comprehensive training programs that focus on enhancing customer service skills, communication techniques, problem-solving, and conflict resolution.
• Quality Assurance: Perform quality assurance processes to monitor and evaluate customer interactions, ensuring adherence to company policies, protocols, and service standards.
• Performance Analysis: Analyze key performance metrics, customer feedback, and call recordings to identify areas of improvement for individual representatives and the contact centre as a whole.
• Feedback and Recognition: Provide constructive feedback to representatives, acknowledging their strengths and assisting them in overcoming challenges to achieve their full potential.
• Continuous Improvement: Stay up-to-date with the latest industry trends, best practices, and technological advancements in customer experience to continuously enhance our service delivery.
• Team Building: Foster a collaborative and positive team culture within the contact centre, promoting teamwork and a shared commitment to delivering exceptional customer experiences.
• Customer Insights: Work closely with other departments to gather insights from customer interactions, facilitating the continuous improvement of products, services, and processes.
• Escalation Support: Provide support in handling complex customer escalations, demonstrating problem-solving skills and a commitment to resolving issues effectively.

QUALIFICATIONS

• Bachelor’s Degree in any related field.
• Minimum 1 year of working experience ideally in customer service coaching or training role, preferably in a contact centre environment.
• Excellent Communication Skills.
• Proficient in MS Office products (Word, Excel, Outlook and PowerPoint), customer service software, call centre tools, and reporting systems
• Willing to learn monitoring and feedback principles for customer interactions.
• Have the empathy and patience required to inspire and motivate your team to achieve their goals.
• Ability to actively listen to live and recorded calls.
• Good command in English, Philippines languages and other languages are an advantage.
• French speaker (Desirable)
  Benefits: Our package includes Competitive monthly salary ranging from $18,000 to $20,000 pesos. 5% food vouchers. 30 days bonus. 15 days of initial vacation. life insurance. Free access to our Gym. Dynamic and collaborative work environment. Cutting-edge tools and technology to make work easier. Free English and French classes Work-life Balance.
  Ria values diversity and is proud to be an equal-opportunity employer. We provide equal opportunities to all employees and applicants, regardless of race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
  Job ID 300000175808533

• Coaching and Mentoring: Act as a mentor and coach for our Care representatives, providing ongoing guidance and support to improve their customer service skills and overall performance.
• Training Delivery: Develop and deliver comprehensive training programs that focus on enhancing customer service skills, communication techniques, problem-solving, and conflict resolution.
• Quality Assurance: Perform quality assurance processes to monitor and evaluate customer interactions, ensuring adherence to company policies, protocols, and service standards.
• Performance Analysis: Analyze key performance metrics, customer feedback, and call recordings to identify areas of improvement for individual representatives and the contact centre as a whole.
• Feedback and Recognition: Provide constructive feedback to representatives, acknowledging their strengths and assisting them in overcoming challenges to achieve their full potential.
• Continuous Improvement: Stay up-to-date with the latest industry trends, best practices, and technological advancements in customer experience to continuously enhance our service delivery.
• Team Building: Foster a collaborative and positive team culture within the contact centre, promoting teamwork and a shared commitment to delivering exceptional customer experiences.
• Customer Insights: Work closely with other departments to gather insights from customer interactions, facilitating the continuous improvement of products, services, and processes.
• Escalation Support: Provide support in handling complex customer escalations, demonstrating problem-solving skills and a commitment to resolving issues effectively.