Quality Consultant - Contact Center
New
C
CapgeminiInsurance
São Paulo, State of São Paulo, Brazil. Mexico City, Mexico City, Mexico. Aguascalientes, Aguascalientes, MexicoFull-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- Fluent English
- Experience
- 1-3 years of experience working in claims or contact center
- Required Skills
- Data AnalysisComplianceReportingQuality Assurance
Requirements
- High school diploma or equivalent
- Bachelor’s degree (preferred)
- 1-3 years of experience in claims or contact center
- Prior Quality experience
- Prior Call Center experience
- Fluent English
- Experience as a Performance Coach (preferred)
- Supervisory or team lead experience (preferred)
Responsibilities
- Evaluates quality of service, regulatory compliance and adherence to established procedures.
- Identifies trends and recommends priority action items to improve customer experience.
- Partners with leadership to identify targeted audit needs.
- Analyzes audit results, writes summary reports, and communicates results to leaders.
- Provides technical assistance with auditing tools and technology.
- Serves as team audit lead on a rotational basis.
- Organizes data, arranges internal calibrations and re-audits.
- Trains new members and mentors potential successors.
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