Clark | Quality Specialist - Search Engine Advertising

Your responsibilities:
Monitor and coach/ mentor agents on a daily, weekly, and monthly basis for quality improvement
Maintain quality reports at Agent and Team level
Assist in developing and streamlining quality procedures
Perform Quality of Service analysis (Verbatim Categorization & Case research) on Agent and Team level
Contribute to the alignment with Team Managers and Quality Team to develop agent and team specific action and development plans
Support /jointly conduct weekly Agent Round Table with Team Manager
Communicate performance related indicators into the Team and back to the Management team
Handle customer inquiries
Your profile:
Minimum of 9 month of relevant work experience in Call Centre or similar business
Experience and knowledge of business highly preferred
Understanding of quality and operational KPIs
Ability to analyse quality and operational metrics; identify drivers and possible impacts and derive action plans out of those f...