Are you ready to explore new career opportunities and grow in a multinational and modern environment while becoming a Call Center Quality Assurance Analyst, in the field of food, for one of the most reputable companies?
Manpower Group Greece, on behalf of its client leading in its industry, is looking for passionate Call Center Quality Assurance Analyst, who know exactly how to make the most out of the clients’ experience!
Key Responsibilities:
- Analyzes/audits service incident data, emails, voice clips, and customer surveys to identify areas of service delivery that did not meet pre-established performance standards within the Call Center.
- Provides structured and timely recommendations; verbal and/or written feedback to Quality Manager, Call Center leadership, Call Center operations, analysts and the Service Quality teams.
- Performs mock calls with new hires post-training to determine readiness for moving into support.
- Develops and conducts targeted group coaching sessions for analysts that address Service Quality deficiencies and/or improvement opportunities.
- Uses customer service expertise to assess existing practices and procedures for process improvement opportunities with all Call Center teams and sites.
- Uses Call Center tools to gather data and analyze trends or patterns affecting quality.