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About the Role
We are committed to bringing passion and customer focus to the business.
Responsibilities
- Handle executive complaints, including investigation and tracker updates.
- Facilitate internal and external calibration in the absence of a QA supervisor.
- Provide coaching and feedback to Quality Analysts regarding their performance.
- Attend regular calibration with client and operations.
- Conduct team meetings to discuss quality updates.
- Send out QA evaluation reports.
- Take calls to assist with operational needs when required.
- Update required reports.
- Cascade Quality updates and minutes from client calls as per defined SLA.
- Conduct QA talks and/or call listening sessions during new hire training.
- Review monitors done by QA specialists by reevaluating their calls.
- Raise timely alert reports for fatal defects.
Requirements
- Proficiency in Drive for Results (Intermediate).
- Proficiency in Communication (Intermediate).
- Proficiency in Resourcefulness (Intermediate).
- Proficiency in Building Relationships (Intermediate).
- Proficiency in Developing People (Intermediate).
- Proficiency in Culture Building (Intermediate).
- Coaching and mentoring skills.
- Team management skills.
- Mastery of call handling skills through phone time.
- Strong customer service orientation.
- Excellent documentation skills, preferably proficient in MS Word, Excel, and PowerPoint.
- Knowledge in problem-solving techniques and data analysis.
- Excellent oral, written, and interpersonal communication skills.
- Resourceful and able to work under pressure.
- Exceptional analytical and listening skills.
- Attentive to details and results-oriented.
Skills
- Drive for Results
- Communication
- Resourcefulness
- Building Relationships
- Developing People
- Culture Building
- Coaching
- Mentoring
- Team Management
- Call Handling
- Customer Service
- Documentation
- MS Word
- MS Excel
- MS PowerPoint
- Problem Solving
- Data Analysis
- Oral Communication
- Written Communication
- Interpersonal Communication
- Analytical Skills
- Listening Skills
About the Company
- It's fun to work in a company where people truly BELIEVE in what they are doing!
- If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!