Launch and manage the QAP (Quality assurance Program) for customer services department. Manage multiple assessment tools for the different correspondence channels and different applications / software’s used in Customer Services.
Create the different assessment tools for each correspondence channel according to CS’s targets and KPI’s.
Develop existing training methods, programs and tools in CS.
Plan and follow the QAP weekly, monthly and yearly schedule for each agent in CS in all GEO-Locations.
Analyze the ongoing performance level of CS agents and suggest action items for Team leaders and CS Manager.
Plan and perform Weekly, Monthly, Quarterly and yearly reports on employee’s and overall CS as department results and progress.
Evaluate and feedback individual employee’s performance in the appropriate assessment tools by measuring skills in use of scripts, product knowledge, service ability, greeting, etiquette, objection handling, efficiency and courtesy.
Review and update the different training programs for new hires and existing agents in CS.
Establish and manage cross departmental training sessions schedule for CS training purposes (short presentations by TL’s).
Identify Training needs and tools within CS
Implement QA initiatives according to current and planned CS practices and procedures.
Proficient in English; Good knowledge of additional languages will be a definite plus.
Outstanding communication and negotiation abilities
Previous experience as a customer services agent/TL or Quality assurance person – an advantage
Previous experience in a training, educational or likewise position – an advantage
Strong Analytical skills
Excellent organizational, leadership and coaching skills
Ability to work in a dynamic environment with great attention to detail and a clear result oriented approach.
Proven experience with Microsoft tools (Excel, Visio, PowerPoint, Word)
Ability to plan long term agendas and execute plans according to agreed timelines.
Position includes travel overseas to other group locations.
Employment conditions: permanent contract
Employer: Linxguru Ltd, Sofia