Analyst, QA, Americas
2 weeks ago
Descripcin:
Reclutador: Manuel Garca
Manager: Sofa Torres
Nivel: Staff III
Vacante disponible Quertaro.
Resumen de la posicin:
El Quality Analyst es responsable de habilitar a los agentes del Americas Engagement Center, a travs del coaching, a desarrollar las habilidades requeridas para cumplir con los lineamientos de servicio a ofrecer a nuestros Clientes Preferentes y Distribuidores.
Esto se lograr a travs del monitoreo constante de llamadas de los agentes y seguimiento a los resultados de servicio que nos permitan identificar las habilidades a mejorar.
Una de sus actividades principales es la realizacin de nuestra encuesta de satisfaccin y la gestin de la informacin obtenida.
As como el soporte a distintos proyectos enfocados a mejorar el la Experiencia en el Servicio de nuestros Clientes Preferentes y Distribuidores.
Scope Americas: Soporte a Mxico
Responsabilidades
Monitoreo de llamadas
Ingls bsico
Sesiones de Desarrollo de habilidades con los agentes
Monitoreo de llamadas de las encuestas de satisfaccin
Investigacin de escalaciones
Identificacin de acciones graves durante las llamadas.
Disponibilidad para apoyo a proyectos y distintas iniciativas.
Skills:
Tcnologia y Sistemas: GENESYS, HCM, HDMS, GOC, MS Office.
Excelentes habilidades de redaccin y comunicacin.
Habilidad para gestion de informacin sensible y confidencial.
Capacidad de analisis
Conocimiento de plan de ventas y mercado
Conocimiento bsico de Excel
Lder de equipo (experiencia deseable)
Experiencia:
2 aos de experiencia en Servicio al Cliente.
Resultados de Daily Shake de los ltimos 3 meses consecutivos arriba del 90% (Solo aplica para Agentes).
No contar con Actas Administrativas durante los ltimos 6 meses.
No tener faltas injustificadas durante los ltimos 6 meses.
Evaluacin de desempeo reciente Cumple expectativas.
Educacin:
Licenciatura (Concluida o cursando actualmente).
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