Customer Care Associate - BPO Quality Monitoring

BPO Customer Care Associate

Responsibilities:

 

• Remote monitoring of calls and work items processed/handled and capturing quality scores.
• Managing work volume to ensure that sample size committed achieved weekly/monthly.
• Ensuring that sampled work is truly a “random and representative sample” according to established business rules and governance guidelines.
• Providing detailed, relevant written commentary on Quality Assessment Evaluation forms that is consistent with the quality matrix and support team leaders and supervisors in providing balanced feedback/coaching to their employees.
• Prepare reports on overall quality results using established reporting utilities.
• Ensuring all required rules and processing standards are followed in accordance with client specifications.
• Ensuring that quality programs are updated to reflect current processing standards.
• Ensure that monitoring tracking is updated daily and within agreed on service levels.
• Participate in the preparation data for calibration meetings.
• Actively participate in calibration meetings with internal and external partners
• Assists in other assigned duties relating to the quality assessment process as required.
• Assist in making improvement assessments on the overall quality monitoring methodology.

 

Requirements:

 

• Fluent in the English language, French a requirement.
• Ability to handle multiple, repetitive tasks and prioritize effectively.
• Detail orientated.
• Team player who is self-motivated with a passion for continuous improvement and who has an ability to portray a positive attitude.
• Excellent written and verbal communication and interpersonal skills with the ability to communicate effectively, both formally and informally, with all levels within the organization.
• Excellent time management skills
• Minimum 3–5 years’ experience in a data processing and/or call centre environment.
• Customer service/contact centre experience is an asset.
• Strong understanding of department workflows and efficiencies in a fast-paced service/production environment.
• Strong organizational and planning skills with the ability to multi-task
• Think “outside-the-box” creative, and solutions-oriented individual.
• Ability to apply good decision-making and judgement skills regarding application of scorecard elements.
• Strong computer skills able to utilize a variety of Windows-based software programs such as MS Word, and Excel. 

 

 

Experience Level

Entry Level