Review agents’ conversations across all contact touchpoints to measure teams’ performance and track customer support quality.
Contribute to call calibration sessions to evaluate agent performance.
Identify lapses in agents’ performance and provide constructive feedback for improvement.
Engage in customer listening to identify customer pain points and expectations.
Drive the implementation of improved customer engagement strategies to increase agents’ efficiency.
Ensures communication is effectively delivered and appropriately addresses all customer concerns.
Implement and ensure compliance with the company’s policies on customer service quality.
Report support teams’ performance to supervisors and maintain monthly performance logs.
Key Responsibilities
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Skills, Knowledge and Expertise
Bachelor’s degree from a reputable university.
Good command of English language
Collections background is a plus.
Adhere to all government laws and regulations.
Strong verbal, written, and interpersonal skills.
Presentation skills.
Confident personality to deliver quality feedback.
Benefits
• A competitive salary.• A working environment that gives you autonomy and responsibility from day one.• Any equipment required for your role.• Social and Premium Medical insurance.
