QA Specialist

Job Locations CA-QC-Montréal
Job ID
2018-1786
Category
Corporate

Mission

JOB OBJECTIVES – Monitors all Contact Center telephone functions to ensure that quality standards and goals are achieved by performing the following duties.

 

FUNCTIONS:

§  Work closely with supervisors and trainers to coordinate calibration sessions.

§  Provide weekly and monthly reporting on quality of calls for agent scorecards.

§  Provide monthly update on team performance, identify areas of opportunity and success stories to be shared across all levels

§  Organize coaching, mentoring and training sessions for agents on Club Med products, phone skills, sale & customer service skills, call center metrics and quality.

§  Ability to communicate across all levels of management in Tempe/Montreal/ Miami.

§  Create, develop and keep updated the quality standards utilizing Trusted Advisor® concepts and practices

§  Facilitate Trusted Advisor® trainings Collect, analyze and report data.

§  Identify trends via analysis and collaborate with training department to identify and develop training needs.

§  Identify trends via analysis and collaborate with Management to identify and report customer behavior related to marketing initiatives, tactical promotions and overall product and price mix.

§  Maintain and develop call monitoring sheets and instruments necessary to complete assigned tasks.

§  Maintain and develop quality monitoring database.

§  Ability to learn new software programs that may be needed and purchased to assist in QA roles.

§  Create standardized and ad-hoc reports from call monitoring data in NICE™, Excel or from new software as it becomes available.

§  Support company objectives by developing and improving processes to increase sales and service performance

§  Uphold Club Med policies and procedures

§  Provide sampling of calls to Management as directed.

§  Assist in training classes, when needed and as appropriate.

§  Respond to special projects as assigned.

§  Act courteously and respectfully to all GMs, travel agents and co-workers.

§  Ability to keep the team enthusiastic and motivated to help maintain and improve team’s performance

§  Engage agents  to meet and/or exceed their performance expectation through product and service training refreshers in collaboration with the supervisors

§  Support inbound  call volume based on business need

§  Support outside partnership  QA team 

Requirements

QUALIFICATIONS Must be able to effectively coach and counsel, utilizing effective sales techniques and methods to insure increased sales and productivity.

§  Minimum 6 months sales experience with Club Med (internal candidates only)

§  Experience with NICE™ or other call monitoring software preferred.

§  Strong verbal, reading comprehension and computer skills required.

§  Ability to maintain a professional, upbeat and service oriented attitude required. 

§  Must be able to work any shift between 6AM and 7PM MST Monday through Friday

 

EDUCATION and/or EXPERIENCE: 

Associate's degree (A.A.) or equivalent from two-year College or Technical school; and at least one year related experience and/or training; or equivalent combination of education.

 and experience. Experience with NICE™ or other call monitoring software. 

 

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