Customer Experience Associate - San Nicolas, Ilocos Norte  

Summary

• Provide Coaching support to the new hire and experienced agents to impact customer experience positively.
• Monitor, document and report performance improvement initiatives for assigned account(s) and/or programs(s). Provide specific feedback and analysis to supervisory and management staff to help identify areas of opportunity and develop key improvement initiatives impacting Customer Experience.

Essential Duties & Responsibilities

• Provide specific feedback to supervisory and management staff regarding agent areas of opportunity for their team members. Support supervisory staff in their coaching efforts and provide coaching assistance as needed.
• Perform analysis and report results of key improvement initiatives to Operations and the Training organization.
• In line with business requirements, conduct reviews of agent performance to ensure adherence to defined processes and client service standards and requirements.
• Evaluates team/shift performance against performance parameters.
• Participate in internal and external client monitoring/calibration sessions in order to ensure thorough understanding of programs, goals and client standards of excellence.
• As applicable, responsible for handling agent-level calls to maintain personal knowledge of program(s).
• Support the Quality Management (QM) Program in identifying and acting on opportunities that improve the quality and value of the service we provide to our clients and our employees.
• Responsible for understanding and complying with all policies, procedures, and regulations relating to job duties. < >Perform other duties as assigned by management.

Experience:

• Previous call center/BPO experience preferred. Prior quality assurance and/or monitoring experience a plus.

Knowledge, Skills, Abilities & Other Characteristics:

• Demonstrated ability to meet client requirements based on recent, consistent call quality scores at meets or exceeds level.
• Ability to objectively evaluate performance against standards and to identify performance gaps and recommend corrective action.
• Ability to coach and provide constructive feedback on proper process and techniques.
• Detail oriented.
• Strong organization and time management skills.
• Proficient personal computer skills including Microsoft Office.
• Excellent listening and problem-solving skills.
• Excellent interpersonal, written, and oral communication skills.
• Ability to prioritize and organize work in a multitasked environment.
• Ability to adapt to a flexible schedule.
• Ability to maintain the highest level of confidentiality.