Job Role / Function
Customer Service
Vacancies
5
Years of Experience
Unspecified
Career Level
Entry Level
Gender
Unspecified
Expiry date
18 Mar 2023
Job Description
* Manage and communicate the monitoring sample size.
* Audit the quality specialists team members' monitoring process.
* Audit the operations team leader monitoring process.
* Conduct calibration sessions for new quality members (quality assurance specialists) and new operations members (team leaders).
* Audit all reports of QA results per transaction on a regular basis and monthly reports.
* Ensure the consistency of all quality monitors and follow up on calibration results.
* Ensure that all accounts are meeting the quality benchmarks, and follow on the action plans for the accounts that do not meet the benchmarks.
* Ensure the capability of the knowledge base and measure the staff feedback accordingly.
* Collect the department balanced scorecard
Job Requirements
* 1 to 2 years in the same role
* German Proficiencyis a must.
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