Specialist - Customer Operations Quality Assurance
du telecom
Total years of experience :14 years, 0 months
•monitoring call center agents calls .
•provide training, coaching, feedback and assistance to call center agents to make sure they understand new policies and procedures for quality.
•Give people the knowledge, tools and confidence to be able to resolve matters themselves
•Reporting back to the Central Team on areas where critical decisions need to be taken.
• Handling Outbound calls
• Negotiate with Debtor for the outstanding payments
•Uncovered customers’ needs.
•Identify and escalate priority issues
•Handle and resolve customer complaints
•Processes all Credit Card Payments/Refunds
• Processes account adjustments.
•Processes payments/payment adjustments.
•Received cash and check deposits.
•Counted cash, examined checks, examined validated deposit tickets and returned receipts to customer.
•Balanced cash fund daily.
•Uncovered customers’ needs