Responsibilities

• Call Quality
• CC Tracking & Monitoring
• Close the Loop
• Knowledge Management Input
• Quality Assurance & Support
• Scheduling Adherence
• Trace Quality
• Traffic Management
• Transaction Auditing (e.g., Mystery Shopper)
• VOC
• Workforce Management

Involves the application of specialist knowledge which may include providing specialist advice to employees, management or customers, managing or maintaining systems or processes or completing projects to develop or change systems or processes as appropriate.

Skills

• Analytical Skills
• Planning & Organizing Skills
• Influencing & Persuasion Skills
• Problem Solving Skills

Qualifications

Bachelor's Degree or equivalent.

Language

Proficiency in English.

Experience

1 year experience.