جنوری ۱۱, ۲۰۱۷ شائع ہوئی 8 نے دیکھا
- Primarily responsible to work on quality process implementation and improvement
- Contributes in design of call monitoring formats and quality standards
- Performs weekly, bi-weekly or monthly call monitoring and provides feedback to site manager
- Uses quality monitoring system to compile and track performance at team and individual level
- Participates in customer and client listening programs/sessions to identify customer needs and expectations
- Provides actionable data to various internal support groups as needed
- Coordinates and facilitates call calibration sessions for contact center agents
- Provides feedback to contact center team leaders/supervisors and managers and suggest improvement measures
- Prepares and analyzes internal and external quality reports for management review
- Defining SOPs and scripts for contact center agents
- Contributes in refining details and standardizing procedures and scripting to ensure a uniform approach by the whole team
- Preparing and conducting weekly quizzes, compile and analyze the results, and share feedback with the team leads/supervisors and/or site manager
- Provide training, coaching, feedback and assistance to contact center agents to ensure they understand new policies and procedures or product/service updates for quality
- Work as a CSR as per need.
- Participate in all training & development activities as per management’s suggestion
- Adhere to set schedule and demonstrate flexibility for the given shift timings.
- Any task assigned by the management
- Responsible for information security tasks within own work scope
Knowledge, Skills and Personal Characteristics:
- Quality inspection, auditing and testing experience preferably with a background from call center.
- Soft, polite and good understanding of customer services.
- Strong computer skills including Microsoft Office and databases
- Flexible and open personality.
- Good verbal and written communication skills.
- Good American accent.
- Data collection, management and analysis skills
- Problem analysis and problem solving
- Planning and organizing
- Decision-making
- Customer service orientation
- Teamwork
- Spark to learn and make a career in the relevant field.
نوکری کی تفصیلات
i2c Pakistan
i2c, Inc. is a Silicon Valley-based company that enables financial institutions, corporations, brands and governments around the world the ability to launch profitable next-generation financial products. Our global, cloud-based platform supports virtually any prepaid, debit or credit program in plastic, virtual or mobile form. Clients around the world rely on us to get to market quickly with differentiated products that meet their customers' unique needs. The i2c team is made up of nearly 400 smart, hard-working people in offices across the world. And we're growing! Our executive team, as well as the Sales, Marketing and Business Advisory groups, are based in Silicon Valley and Singapore. IT Operations, Engineering and Client Services are focused on delivering world class products and services from our Lahore facility. Together, we serve clients in six continents and support end consumers in 216 countries and territories. As a growing company operating in the center of an exploding industry, we routinely fill positions in these key departments: Engineering The Engineering team specializes in web & mobile applications, interfaces, telephony, graphics, application security and transaction processing. They work hard to develop highly configurable products that push boundaries within our industry. IT Operations This team works 24/7/365 to ensure that our global data centers provide 99.99% up time and fool proof data security for our clients. Their areas of expertise include information security, network operations, server management, database management, software change management, telephony, service delivery and application performance management. Information Security The Information Security team ensures internal and external audits of our applications and networks, internal and external ethical hacking, automated security scanning and risk management. our commitment to information security is externally confirmed by its yearly PCI-DSS certification and SSAE-16 valida
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