- Monitoring, listening and scoring in and outbound communication (all channels and back office tasks)
- Monitor whether processes followed and solutions offered by the agents are in line with current processes.
- Discuss deviant behaviour with individual agent and report to Supervisors, CS Manager and Training Manager.
- Giving agents feedback guided by the results of the monitoring sessions
- Providing a weekly and monthly quality report to the direct line manager, reflecting on special individual results and team performance
- Advising on next steps for individual agents or the team Receive and communicate feedback from CS agents on the CS operation (processes, bottlenecks and improvement opportunities) to CS Managers and Process Manager.
- Provides trend data and makes recommendations for changes to process, procedures, and training Performs all other duties regarding CS Quality assigned by management
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