Verifies call / chat / email handling results by measuring skills in use of scripts, product knowledge, service ability, greeting, diction, listening, etiquette, objection handling, efficiency, and courteous close of call
Provide coaching, training, and development to contact centre agents along with Team Leader
Analyse quality and performance trends to provide recommendations for improvement
Oversee quality assurance including contact monitoring, evaluation, and calibration scoring
Provides feedback to management by monitoring contacts, participating in help sessions
Ensure team awareness of all processes, procedures, and technical documentation relevant to the department
Skills / Attributes
Excellent written and verbal communication
Good understanding of the system actively used by the service
Ability to apply creativity to solutions
Good attention to details – expansively and view situations from multiple perspectives
Technical
Good Knowledge of Microsoft Office products
Behavioral
Working Collaboratively
Accountability
Adaptability
Initiative: Being proactive
Planning & Organizing
Education and Experience
At least High school diploma or equivalent, College level preferred
Previous experience in BPO and Customer Service and/or technical account
Have a proven track record demonstrating the skills and qualities outlined in this document
Languages
Good communication skills (both written and oral), with the ability to communicate professionally and confidently in English at all levels
