Contact Center – Quality and Training Subject Matter Expert (SME)

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Contact Center - Quality and Training SME

Contact Center – Quality and Training Subject Matter Expert (SME)

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Job responsibilities:

Quality assurance:

  • Monitor quality of service delivery by listening into calls (via call handling system) both live and recorded
  • Define and monitor quality standards re e-mail and phone client communication
  • Initiate quality process improvements by understanding customer needs and requirements
  • Oversee all procedures to identify deviation from quality standards and suggest action plans for underperforming agents
  • Provide daily 1-1 feedback to agents on developmental areas re quality standards
  • Manage and improve  quality reporting processes

 

Training:

  • Have full understanding on the project’s product/systems/processes/global standards know-how (available in English)
  • Transfer the know-how in the required language to the agents and manage individual and group training sessions
  • Manage integration of new agents  and develop training materials if needed
  • Define the agent assessment/KPI system in cooperation with the Project Leader
  • Detect & propose training needs based on identified errors (including defining the causes of errors) and translate it into action plans for agents’ development
  • Conduct feedback sessions monthly for the agents in cooperation with the Project Leader and provide mentoring and summary to CloudAgents HR on agents’ performance
  • Follow up and drive the completion of CloudAgents Academy program in cooperation with CloudAgents Talent Manager from the HR team

 

Job Requirements:

  • Native German/French/Spanishand fluent English language knowledge
  • BSc/ Ba in business administration/management or relevant field
  • Excellent written and spoken communication skills
  • 3+ years contact center experience in similar positions is a must
  • In depth understanding of quality control procedures of contact center industry
  • Great analytical and problem solving skills
  • Solid computer skills, precision of data entry/management
  • Ability to plan, multi-task and manage time effectively
  • Great people management skills with coaching mindset
  • Attend integration training programs: provided by CloudAgents
  • Work type: home-based work, freelancer partnership

Other:

Cloud  based call center technology environment – virtual sessions and communication channels

If you would like to apply, click here:

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In case you have any questions, please do not hesitate to contact us at hr@cloudagents.com