Description

Key Responsibilities:
- Conduct quality assessments of customer service agents' communications with clients across a range of media (phone, email, chat, etc.)
- Regularly evaluate the effectiveness of customer service personnel and point out areas for development.
- Examine quality evaluation data to find patterns and areas where our customer service practices and procedures need to be improved.
- Create and implement initiatives for quality improvement with the assistance of the operations team.
- Work with various departments to ensure that all customer concerns are addressed quickly and effectively.
- Develop and manage dashboards and reports for quality monitoring
- Take part in routine calibration meetings with the Quality Assurance team to verify that the evaluation procedures are consistent.
- Based on the findings of the evaluation, suggest options for customer service professionals' training and growth.

Qualifications

Minimum Qualifications:
Experience in Customer Service SALES is REQUIRED
Strong customer service orientation
Well versed in North American accent
Phone speaking neutral accent is preferred
Sales Skills
Experience in case management / account management (preferred not required)
Experience in roles within Travel / hospitality industry (preferred, not required)
DOS Based Application exposure (preferred, not required)