Quality Analyst
hace 3 días
Nuestro cliente, una reconocida empresa global en consultoría y servicios, está en la búsqueda de un Quality Analyst especializado en procesos de voz para unirse a su equipo en el área de BPO.
Responsabilidades:
- Monitorear y evaluar las interacciones de voz entre los representantes de servicio al cliente y los clientes para asegurar el cumplimiento de los estándares de calidad y lineamientos de la empresa.
- Analizar las interacciones de voz para verificar la precisión, integridad y conformidad con los protocolos y procedimientos establecidos.
- Identificar brechas de rendimiento y áreas de mejora en el desempeño de los representantes de servicio al cliente, basándose en métricas de calidad.
- Proporcionar retroalimentación constructiva y oportuna a los representantes de servicio al cliente sobre sus interacciones, destacando fortalezas y oportunidades de mejora.
- Colaborar con el equipo de capacitación para desarrollar y ofrecer programas de formación que aborden los conocimientos y habilidades identificados durante las evaluaciones de calidad.
- Mantener registros precisos de las evaluaciones de calidad, métricas de rendimiento y retroalimentación proporcionada.
- Participar en sesiones de calibración con otros analistas de calidad para asegurar una evaluación y puntuación consistentes de las interacciones de voz.
- Título universitario o experiencia equivalente en un entorno de servicio al cliente o BPO.
- Experiencia comprobable como Analyst en un entorno BPO, preferiblemente en evaluación de procesos de voz.
- Excelentes habilidades de comunicación verbal y escrita, con gran atención a los detalles.
- Fuertes habilidades analíticas y de resolución de problemas para evaluar interacciones de voz e identificar áreas de mejora.
- Capacidad para trabajar de manera independiente y en equipo, gestionando múltiples prioridades y plazos de manera efectiva.
- Dominio de Microsoft Office (Word, Excel, PowerPoint) y experiencia en la generación de informes.
- MUST: Nivel de Inglés (Intermedio/Avanzado)
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