Kvalitetskoordinator - Quality & Training Supervisor
Convergys / Organisationsutvecklarjobb / Helsingborg
Observera att sista ansökningsdag har passerat.
Visa alla organisationsutvecklarjobb i Helsingborg,
Bjuv,
Åstorp,
Höganäs,
Landskrona eller i
hela Sverige Visa alla jobb hos Convergys 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
About you
• 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
Varaktighet, arbetstid
Heltid Fast anställning tills vidare
Publiceringsdatum2018-06-25ErsättningFast lön
Så ansöker duSista dag att ansöka är 2018-07-26
Klicka på denna länk för att göra din ansökanFöretagConvergys
AdressConvergys
Norra Tvärgatan 2
25268 Helsingborg
KontorsadressNorra Tvärgatan 2, Helsingborg
Jobbnummer 4221650
Observera att sista ansökningsdag har passerat.