佛山招聘

职位描述：
Summary:
The Quality Supervisor is responsible for evaluating calls for exceptional customer service and technical resolution and to deliver feedback and coaching to the Support Professionals
Be accountable for the training and mentoring of all quality representatives in their department.
Conduct analysis on quality performance and be responsible to identify trends, determine root cause, present findings both internally and externally and lead corrective action plans.
Represent the quality department in absence of the quality manager, when necessary.

Responsibilities:
Monitors the requirements for Associate Quality Representatives per contract and coordinates activities around candidate identification and utilization to assist in SPE activity to fulfill both Convergys and client coaching goals
Records, listens, and evaluates technical calls for customer service skills, technical skills, and policy and procedure adherence. Provides timely and constructive feedback to Support Professionals.
QA Supervisor is responsible for pulling recently evaluated calls and ‘verifying accuracy’ of ALL evaluators, Quality Representatives and Ops
Consistently monitor accuracy of monitoring forms and legends.
Facilitates training of all hired Quality Representatives and peer coaches as necessary.
Develops and trains recursive material to support quality representatives and peer coaches.
Acts as Point of Contact for the ECE program at their site
Represents the quality department on any assigned Operations/Client conference calls/meetings as needed.
Prepares discussion points and/or presentations for any assigned Operations/Client conference calls/meetings as needed.
Serve as the point of contact for the quality department in the absence of the Quality Manager.
Monitor and track and report progress and effectiveness of department quality projects.
Coordinate the use of the calibration tracker in recording deltas and associated actions.
Serve as support to the Quality Manager during client audits.
Analyzes data as needed to support all quality initiatives.
Conducts root cause analysis, creates corrective action plans, drives action plans, and identifies continuous improvement opportunities as required.

Requirements:
Skill in providing an exceptional customer experience.
Skill in verbal and written communication to analyze, interpret and address customer needs.
Knowledge of contact services industry and best practices.
Mastery levels of knowledge in using excel.
Expertise in working with PowerPoint
Ability to work with minimal guidance or supervision in a time critical environment.
Ability to be flexible and quickly adapt to changing business needs and processes.
Bachelor’s Degree with a minimum of two years related experience.
Equivalent education or experience may be substituted for any of the above.
Demonstrated proficient skill in using data analysis to solve problems
Experience in writing processes, deploying processes, and measuring process adherence 举报 分享

    Concentrix是财富500强SYNNEX Corporation在BPO行业的独立子品牌(纽约证券交易所代码: SNX)，是全球商务服务行业的领军企业。我们通过与客户合作，不断提供端到端客户互动服务，技术创新，数据分析，流程优化，及业务改进。作为全球化商务服务公司，我们通过转变客户体验，合理优化业务前后端及行业流程，确保在每次与客户互动时提供最高价值的服务。 Concentrix是全球客户管理BPO行业排名第二的公司。
    目前，Concentrix在全球6大洲的40多个国家有275个运营中心。我们现有的225,000+员工可以支持70种语言，为世界领先的品牌提供服务。 Concentrix主要为包括银行，医疗，保险，技术，消费电子，零售和电子商务，政府，媒体互动，运输，旅游和汽车行业提供专业服务。未来，我们将持续加大在数字化，数据分析以及全渠道领域的投资来帮助我们的客户获得更大的成功。
    目前，Concentrix大中华区拥有大连，佛山，北京，上海，深圳，苏州，贵阳，西安， 香港9个运营、开发与销售中心，为多个国家和地区的客户提供涵盖客户关系管理，网页定制业务，数字媒体的内容设计和制作，银行后台服务业务等服务。