Agente De Calidad

Purpose of the job
Responsible and accountable for the development and day to day operation of the quality assurance department. This position requires working with call center management in both sites (United States and El Salvador) to ensure that frontline call center employees offer excellent service through regular monitoring and coaching. Additionally, there will be a need to identify training needs and areas for improvement in service processes and procedures. Work closely with Management in the development, implementation and support of operational policies and procedures that facilitate the attainment of departmental and organizational goals.

Job Functions/Responsibilities
• Ensure that quality initiatives are implemented consistently
• Facilitate training related to Quality initiatives
• Serve as a quality software system expert
• Oversee QA function in the RIA call center
• Manage the Department Quality Coaches
• Inform management team of any trends and training opportunities
• Facilitate calibration sessions
• Document and report performance related issues
• Continually calibrate QA checklists by department with the cooperation of departmental management staff
• Deliver constructive coaching and feedback related to quality, procedures and processes
• In conjunction with department managers, oversee quality rewards program
• Ensure that quality related disciplinary action process is applied consistently
• Deliver quality coach training to newly hired coaches
• Collaborate in special projects and perform additional tasks as required

Skills/Abilities
• Proficient in MS Office products (Word, Excel, Outlook and PowerPoint)
• Motivate employees with a strong focus on customer service
• Strong time management skills
• Ability to adapt to a fast-paced, changing environment
• Required to work effectively with professionals in other departments
• Exceptional analytical and listening skills
• Strong knowledge of customer care techniques and processes
• Goal oriented and independent worker
• Strong knowledge of call center quality and monitoring principles
• Ability to actively listen to live and recorded calls
• Ability to document specific notes while monitoring calls
• Advanced English level skill
Education/ Work Experience
• Bachelor’s Degree highly desirable
• MUST have Minimum 2 years of experience as a Supervisor in a professional QA role in a call center environment