Customer Care Lead
Posted on :
11-08-2024
Employer Active
1 Vacancy
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Job Description
- Previous experience in a call center environment as a Quality Lead for a minimum of two years, with a focus on quality assurance and monitoring
- Increase and maximize productivity targets through driving retail KPIs and operation basics
- Work effectively with call center teams, supervisors, and managers to implement quality initiatives and drive performance
- Strong communication skills are required to provide feedback, coaching, and training to call center agents and management, along with being bilingual.
- Follow guidelines set in the ops manual relating to customer service and finance
- Knowledge of quality assurance processes, metrics, and best practices in customer service
- Experience with quality monitoring tools and systems to evaluate call quality and adherence to standards
- Develop and deliver training programs to enhance agent skills and improve overall quality performance
- Maintain a customer-centric approach, ensuring that quality efforts align with enhancing customer satisfaction and loyalty
- Proficient in using Excel and PowerPoint
Employment Type
Full Time
Department / Functional Area
Key Skills
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