Contact Centre Quality Specialist

at  people2people

Our client is a worldwide well-known and highly respected brand in the electronics industry. With expansion to their business, we have now an opportunity for a Contact Centre Quality Specialist to join the team.

THE ROLE:

The role is responsible for ensuring and maintaining the quality of services provided from third party supplier responsible for post-purchase customer support. This includes monitoring and evaluating customer interactions, assessing agent performance, identifying areas for improvement, implementing quality standards, and providing feedback to enhance overall service quality. You’ll deliver value establishing and ensuring adherence to guidelines set out by SEAU .

DUTIES AND RESPONSIBILITIES:

• Develop guidelines that reflect the SEAU requirements and expectations for customer experience, processes and compliance.
• Lead weekly calibration sessions to align the leadership teams to SEAU expectations and guidelines. Driving clear direction of how agents communicate to customers.
• Cultivate the call centre team’s ability to identify and coach the agents’ opportunities for improvement, and proactively drive positive behaviours.
• Respond to queries and issues raised to the call centre team by internal and external stakeholders. Investigate the root causes of issues, and ensure the appropriate action is taken to correct them.
• Contribute to improvements in business process strategies that support Customer Satisfaction and Compliance outcomes.
• Contribute to the team’s customer experience KPI strategies and assist in meeting and exceeding targets.
• Complete case study analysis of customer case interactions and share recommendations for improvement or identify gaps in process or limitations of service offerings.