Área de la Empresa | Servicios Financieros Varios |
Cargo Solicitado | Coordinador de Calidad |
Puestos Vacantes | 1 |
Tipo de Contratación | Tiempo completo |
Nivel de Experiencia | De tres a cinco años |
Género | Indiferente |
Edad | 28 / 70 |
Salario máximo (USD) | |
Salario minimo (USD) | |
Vehículo | Indiferente |
País | El Salvador |
Departamento | San Salvador |
General Description
Responsible and accountable for the development and day to day operation of the quality assurance department in El Salvador. This position requires working with call center management in both sites (United States and El Salvador) to ensure that frontline call center employees offer excellent service through regular monitoring and coaching. Additionally, there will be a need to identify training needs and areas for improvement in service processes and procedures. Work closely with Management in the development, implementation and support of operational policies and procedures that facilitate the attainment of departmental and organizational goals.
Job Functions/Responsibilities
• Ensure that quality initiatives are implemented consistently
• Facilitate training related to Quality initiatives
• Serve as a quality software system expert
• Oversee QA function in the call center in El Salvador
• Manage a quality coach team leader and quality coaches
• Inform management team of any trends and training opportunities
• Facilitate calibration sessions
• Document and report performance related issues
• Continually calibrate QA checklists by department with the cooperation of departmental management staff
• Deliver constructive coaching and feedback related to quality, procedures and processes
• In conjunction with department managers, oversee quality rewards program
• Ensure that quality related disciplinary action process is applied consistently
• Deliver quality coach training to newly hired coaches
• Collaborate in special projects and perform additional tasks as required
Skills/Abilities
• Proficient in MS Office products (Word, Excel, Outlook and PowerPoint)
• Motivate employees with a strong focus on customer service
• Strong time management skills
• Ability to adapt to a fast-paced, changing environment
• Required to work effectively with professionals in other departments
• Exceptional analytical and listening skills
• Strong knowledge of customer care techniques and processes
• Goal oriented and independent worker
• Strong knowledge of call center quality and monitoring principles
• Ability to actively listen to live and recorded calls
• Ability to document specific notes while monitoring calls
• Bilingual (English and Spanish)
Education/ Work Experience
• Bachelor’s Degree highly desirable
• Minimum 3 years of experience in a professional QA role in a call center environment
Coordinador de Calidad Requerido |
Auditor de Calidad (Opcional) |
Gerente de Calidad (Opcional) |
Adm. de Empresas | Ing. Comercial (Opcional) |
Estudiante Universitario (5to Año) |
Completa (Opcional) |
Inglés Requerido |
Avanzado |
Por favor, ingresa tu correo electrónico
Por favor, ingresa un correo electrónico válido