Bpo Customer Care Associate

• Remote monitoring of calls and work items processed/handled and capturing quality scores
• Managing work volume to ensure that sample size committed achieved weekly/monthly
• Ensuring that sampled work is truly a “random and representative sample” according to established business rules and governance guidelines
• Providing detailed, relevant written commentary on Quality Assessment Evaluation forms that is consistent with the quality matrix and support team leaders and supervisors in providing balanced feedback/coaching to their employees
• Prepare reports on overall quality results using established reporting utilities
• Ensuring all required rules and processing standards are followed in accordance with client specifications
• Ensuring that quality programs are updated to reflect current processing standards
• Ensure that monitoring tracking is updated daily and within agreed on service levels
• Participate in the preparation data for calibration meetings
• Actively participate in calibration meetings with internal and external partners
• Assists in other assigned duties relating to the quality assessment process as required
• Assist in making improvement assessments on the overall quality monitoring methodology

• Fluent in the English language, French a requirement
• Ability to handle multiple, repetitive tasks and prioritize effectively
• Detail orientated
• Team player who is self-motivated with a passion for continuous improvement and who has an ability to portray a positive attitude
• Excellent written and verbal communication and interpersonal skills with the ability to communicate effectively, both formally and informally, with all levels within the organization
• Excellent time management skills
• Minimum 3–5 years’ experience in a data processing and/or call centre environment
• Customer service/contact centre experience is an asset
• Strong understanding of department workflows and efficiencies in a fast-paced service/production environment
• Strong organizational and planning skills with the ability to multi-task
• Think “outside-the-box” creative, and solutions-oriented individual
• Ability to apply good decision-making and judgement skills regarding application of scorecard elements
• Strong computer skills able to utilize a variety of Windows-based software programs such as MS Word, and Excel

Customer service/contact centre experience