Kvalitetskoordinator - Quality & Training Supervisor
Convergys International Nordic AB / Organisationsutvecklarjobb / Helsingborg
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hela Sverige Visa alla jobb hos Convergys International Nordic AB i Helsingborg The Quality Evaluator role is responsible for supporting the monitoring and evaluating the quality of inbound and/or outbound calls and other customer contact methods (e.g. email, chat) for accuracy and adherence to established quality standards. As an output of assessing quality standards, provide insight to customers to contribute to program performance improvements.
• Monitors, evaluates and / or audits a sampling of inbound and/or outbound calls and other contact methods including chat and email
• Reports results of evaluations to appropriate Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners)
• Participates in calibration sessions/call listening sessions with Quality Leadership staff, Operations, Program Management and clients to ensure scoring consistency and best practices
• Participates in internal quality audits (e.g. periodic audits of existing processes to determine process control and efficiencies) designed to improve overall contact quality and recommend changes
• Maintains strong program knowledge base; basic understanding of client products, services and/or program strategies
• Participate in quality task forces with Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners)
• Meet departmental productivity requirements (e.g. number of calls monitored per month, number of emails evaluated, etc.)
• Complete phone time to keep current on programs (as applicable)
• Contribute to maintaining forms and legends documents
• Support management focus on review of key drivers, metrics and operational processes (including Training) that drive Balanced Scorecards and count profitability goals
• Experience working within a quality environment within a contact centre
• Effective communication skills, both written and verbal (Swedish, Danish, Norwegian)
• Proficient in Microsoft Office
• Ability to multi-task and meet timelines on deliverables
• Detail-oriented
Convergys is a global contact centre business, with more than 125,000 employees working from more than 150 locations in 31 countries around the world. Our clients are many of the most recognisable brands in the world, and our success is thanks to our people who manage billions of customer interactions every year. We're always looking to add positive, motivated individuals to our team - people who are eager to learn our business, grow in their careers and advance within our company. Does this sound like you?
Publiceringsdatum2018-06-26Så ansöker duSista dag att ansöka är 2018-07-27
Klicka på denna länk för att göra din ansökanFöretagConvergys International Nordic AB
AdressConvergys International Nordic AB
Rönnowsgatan 8
25225 HELSINGBORG
KontorsadressRönnowsgatan 8
Jobbnummer 4231684
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