Job Title:
Sr. Quality Evaluator with Spanish
Job Description
Tasks and Responsibilities:
* Complete quality audit on 5% of all worked cases by each Agent.
* Monitor completed requests and assess the team's technical accuracy and conformity to company policies and procedures.
* Prepare, attend and participate in Client Live QA Calibration sessions when organized.
* Collate trends for training/coaching needs and report to Team Leaders and Trainers.
* Coach Agents on performance based on QA results.
* Liaise with other auditors to overview week to ensure consistency amongst QA Team.
* Liaise with trainer and management on knowledge gaps and refreshers.
* Work on cases to keep fresh with knowledge. Investigate, document and follow up on European removal requests and correspondence within the T1 and T2 queues.
* Weekly and monthly reports on SP QA highlighting impacts on QA and providing full analysis.
Your Profile:
* Experience or training in Quality strongly preferred
* Customer orientation
* Knowledge of PC applications including office 365
* Strong interpersonal skills
* Strong ability to work in a time critical environment
* Ability to communicate and enforce knowledge
* Knowledge of employee motivation techniques
* Strong attention to detail
* Great organizational skills
* High level of propriety
* Sense of professionalism and ability to develop good relationships
* English and Spanish (C1/C2)
Location:
Egypt, Cairo RHQ
Language Requirements:
Time Type:
Full time
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