Quality Assurance Agent

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eTelecare Global Solutions offers a unique approach to outsourced customer care. Instead of cutting costs by cutting corners, eTelecare creates value for our clients, their customers and our employees by investing to outperform. Onshore and offshore, we focus on oversight, performance and opportunities for breakthrough improvement in every aspect of our operations. The result is superior service, lower costs and a level of satisfaction that turns customers into champions for our clients.



Responsibilities:

Monitors and evaluates the quality of agent's performance on the floor as per SOW or client requirement.
Handling of calls for skills development and / or to support business requirements
Attends calibration sessions with clients, both internal and external
Updates Call Quality Monitoring Databases (SQLs, Call Lists, Audit/Look Out Databases, etc.)
Provides feedback to CSAs
Generates timely and accurate reports
Escalate critical issues and concerns that may impact both internal and external clients
Other duties and responsibilities that may be assigned due to business need
Must be willing to work varying hours, weekends, and holidays

Qualifications:

At least a CSA 2
Bilingual - must be fluent in English and Spanish both in written and oral communication
Excellent oral and written communication skills
No Client Value KPI lower than 2.0 on the BSC
Attendance and timeliness score of 2.5 on the BSC (consistent for all three months)
Not within the prescriptive period of any disciplinary action
Computer literate. Knowledgeable in MS Office applications (Excel, Power Point, Word)
Able to work on a shifting schedule and be assigned in Alabang
Model's and adheres to e-Telecare culture and values
College degree
1 year of call center experience, prefer quality assuarance experience
Proficient in MS office applications


Por favor adjunte su curriculum en ingles

Empresa: eTelecare Global Solutions
Localidad: Managua (Managua)
Sector: Telecomunicaciones,Banca-Finanzas
Profesiones relacionadas: Call Center Agent,Call Center Customer Service Rep,Customer Service Call Center,Customer Service Representative Call Center,Quality Assurance Agent,Quality Improvement Coordinator
Tipo de contrato: Indefinido, Jornada Completa
Experiencia mínima: 1 años
Fecha de publicación: Más de 60 días
Salario: No especificado

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