Customer Services Jobs for Freshers Apply Now 2021 at Home

Responsibilities

• Evaluate the quality of work performed by the agents using the knowledge of all products and services
• Identify the key improvement areas for the program
• Identify deviations within specific targets and timelines for quality of orders and or calls
• Provide coaching, support and recommendations to various groups and or management
• Ensure data is collected & documented
• Participate in calibration sessions to harmonize the quality standards
• Monitor and evaluate service and sales calls to trend individual and program performance
• Complete daily and weekly quality assurance reporting
• Provide feedback and coaching to agents
• Generate quality assurance summary reporting to identify trends
• Identify opportunities for programme and process improvements
• Participate in internal and client calibration sessions
• Attend program pre-shift and/or post-shifts
• Assist with projects and other duties as requested or assigned

Skills

• Completion of high school and post secondary is an asset
• Experience as a call centre agent or quality assurance representative
• Meeting or exceeding key performance indicators (KPI’s) in current role
• Detail oriented with excellent analytical skills
• Must have good coaching skills and be an effective communicator
• Excellent listening, verbal and written communication skills
• Flexibility to work varying shifts or additional hours as dictated by business needs
• Excellent MS office skills