EASWOOD | Quality Specialist | Pioneer Account

Company Summary:

Majorel supports clients all over the world to successfully
shape their customer relationships. More than 48,000 employees in 28 countries
design and implement customized solutions for this purpose. We create amazing
customer experiences that people value and we are proud of. By combining
talent, data, and technology, we deliver real impact for our partners. Today’s
rapidly changing world is sometimes challenging for service delivery; But with
our spirit of true entrepreneurship, adaptability and our drive to go further,
we view it as an opportunity to innovate by getting the best from people and
technology. We constantly strive for the best. We know that doing so is
pursuing a moving target. It takes full commitment to go the extra mile. Mutual
respect and trust is the hallmark of every successful business, and it’s the
same at Majorel. We know that challenges are met and ambitions achieved through
teamwork: not only amongst our colleagues, but in partnership with our clients
too.

Position Summary:

The Quality Specialist performs
all duties required of Quality Coach. The Quality Specialist has regular
interaction with the LOB Client collaborating on calibrations, new programs,
process analytics and improvement. The
Quality Specialist is trusted to identify and implement change management
strategies that continuously develop agent and program performance. New processes and procedures are communicated
through the Quality Specialists to agents requiring the ability to convert
concepts and abstracts into tangible materials and programs

Overall Responsibilities:

·
Communicate with
and support Quality Manager, Operations Manager, Supervisors, leads, the Client
and employees

·
Analyze DSAT and
present drivers in cooperation with Client Quality Delivery Manager;

·
Propose process
change with recommendation to mitigate any negative impact to different
metrics;

·
Establish rapport
and effective working relationships with Quality Delivery Manager and business
owners in order to understand account specific.

·
Provide
effective, accurate and constructive feedback to agents to ensure continuous improvement

·
Coordinate and/or
participate in client calibration sessions

·
Conduct Process
and Agent Level Transaction Monitoring

Ensure consistent application of
the quality process/system.
Facilitate Quality training and/or
initiatives
Diagnosis continuous improvement
opportunities applicable to account, workgroup and department.
Utilize common process methodology
for process improvement.

·
Develop and
maintain quality reports at agent, team, and call center level. Tracking trends
and ensuring the realization of action plans

·
Develop and
streamline Quality procedures.

·
Provide written
and verbal feedback to leadership, the client and agents on evaluations and
process improvement recommendations.

·
Work closely with Team Leaders and
Operations Managers to identify knowledge gaps, create action plans to bridge
them and achieve all goals

Job
Requirements:

Knowledge,
Skills and Abilities

·
Superior written and verbal
communication skills and presentation skills.

·
Must have proficiency with various classic software applications programs
including Microsoft Word, MS Excel, MS PowerPoint, MS Outlook

·
Self-motivated

·
Performance-oriented

·
Ability to build rapport and work effectively with all levels of
management and clients.

·
Analytical skill

·
Must be able to handle multiple projects simultaneously &
be receptive to change

·
Strong knowledge of the applicable client account is
required

·
Strong Customer Service/Retention/Sales/ Technical Support
skills.

·
Proven Past Performance Associated With Current Quality
guidelines

·
Flexible to work any shifts within department hours of
operation.

Education/Experience:

·
2 or 4 year degree in related field from an accredited four-year
college or university with some related work experience, preferred

·
2-4 Years of relevant call center experience

·
High school diploma or equivalent work experience required

·
1 year plus experience on the applicable client account
required