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Call Centre Performance Analyst
2 weeks ago
We are seeking a highly skilled individual to join our team as a Call Centre Representative.
This role involves providing exceptional customer service and ensuring that all interactions meet our high standards.
Key Responsibilities:
- Monitoring and Evaluation: Regularly review Call/Casa activities to identify areas for improvement.
- Feedback: Provide constructive feedback to agents on their performance.
- Variance Reporting: Identify and report any discrepancies in Call/Casa metrics.
- Call Taking: Take calls from customers as needed.
- Action Planning: Develop and implement action plans to improve quality.
- Compliance Monitoring: Ensure adherence to corrective actions.
- Calibration Standards: Maintain low variation in calibration standards.
Requirements:
- Seniority Level: Entry level
- Employment Type: Full-time
- Job Function: Quality Assurance
- Industries: Human Resources Services, IT Services, IT Consulting