Associate Quality Consultant

Role purpose:
To check & ensure Contact Centre call quality meets the pre-defined standards
Role accountabilities and tasks:
-Participates in design of call monitoring formats and quality standards
-Performs call monitoring and provides trend data to site management team
-Uses quality monitoring data management system to compile and track performance of team and individuals
-Participates in customer and client listening programs to identify customer needs and expectations
-Provides actionable data to various internal support groups as needed
-Coordinates and facilitates call calibration sessions for call centre staff
-Provides feedback to call centre team leaders and managers
-Prepares and analyzes internal and external quality reports, data for management staff review
-Competencies required (in order of importance)
-Good interpersonal skills
-Exceptional listening and analytical skills
Qualifications
-Graduate/Post Graduate
Experience and skills
-One year of call centre customer care experience, preferably in a technical environment
-Excellent oral, written and interpersonal communication skills
-Intermediate level of knowledge/expertise with PC hardware and software (Word and Excel)
-Intermediate to advanced level of knowledge with Internet technology
-Strong knowledge of customer care processes and techniques
-Demonstrated ability to work well in a team environment