Employer Industry: Customer Experience Management

Why consider this job opportunity:
- Opportunity for career advancement and growth within the organization
- Work in a fast-paced, dynamic team environment
- Supportive and collaborative work culture
- Chance to influence and enhance customer experience through quality assurance
- Engage in flexible hours, including evening and weekend shifts

What to Expect (Job Responsibilities):
- Participate in the design of call monitoring formats and quality standards
- Compile and track performance data using quality monitoring management systems
- Perform call monitoring and provide trend data to the QA Manager and Leadership team
- Assist with coaching call center agents to improve call quality and customer experience
- Conduct QA audits across multiple channels, including inbound/outbound calls, chats, and emails

What is Required (Qualifications):
- Excellent written and verbal communication skills in English
- Proficiency in Microsoft Office products
- Demonstrated ability to analyze, monitor, track, and report on ongoing transactions
- Exceptional organizational skills and effective time management abilities
- Ability to maintain confidentiality and handle sensitive information

How to Stand Out (Preferred Qualifications):
- Experience in developing agent scorecards and coaching templates
- Proven ability to engage and influence collaborative partnerships with stakeholders
- Experience in quality assurance and performance monitoring in a call center environment

#CustomerExperience #QualityAssurance #CareerGrowth #TeamEnvironment #FlexibleHours

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