Call Auditing & Six Sigma Manager

Job Description

The goal of the project is to develop policies and procedures, train and implement the same within the organisation. You will focus on: How to Maintain and develop internal support and call center quality standards; How to manage support agents (calls, emails, chat, etc) Assess support interactions based on internal standards Accompany evaluations with meaningful and constructive feedback Analyze all customer service metrics Create strategies to improve support KPIs Help agents improve their performance with specific instructions Map the need for training and onboarding programs and initiate these projects Requirements: Experience in the customer service space; Proven track record of analytical skills; Hands-on experience in quality assurance; Great people skills and ability to communicate feedback; Good organizational skills, knowledgeable of goal-setting practices; Problem-solving capabilities to create meaningful strategies to improve support quality.