Head of quality assurance and customer service
Instashop
Total years of experience :14 years, 9 Months
o Annalise Training needs according to the findings with all stakeholders o Prepare and follow training check list to make sure everything is in place and done 100% sufficiently. o Deliver training according to the guidelines of our client’s global training tea to ensure consistency. o Measure training effectiveness using Kirkpatrick levels. o Report the training progress using well defined documents with quantified data o Report to management the possible training solutions as a following phase after analyzing existing data.
Annalise Training needs according to the findings with all stakeholders o Prepare and follow training check list to make sure everything is in place and done 100% sufficiently. o Deliver training according to the guidelines of our client’s global training tea to ensure consistency. o Measure training effectiveness using Kirkpatrick levels. o Report the training progress using well defined documents with quantified data o Report to management the possible training solutions as a following phase after analyzing existing data.
Analyze Training needs according to the findings with all stakeholders
o Prepare and follow training check list to make sure everything is in place and done 100% sufficiently.
o Deliver training according to the guidelines of our client’s global training tea to ensure consistency.
o Measure training effectiveness using Kirkpatrick levels.
o Report the training progress using well defined documents with quantified data
o Report to management the possible training solutions as a following phase after analyzing existing data.
Develop, monitor, and manage a team of (15-18) Contact Center Representatives. o Ensure statistical information is produced, collated and analyzed on a daily basis to assist in evaluating the effeciency of the team and to inform resources allocation and service improvements. o Supervise the workload of the team, allocating team members to optimise service provision and support across the hours of the operation of the team. o Supervise the team in accordance with the company policies and procedures. o Ensure that the team follows established procedures for each service request adhering to agreed KPIs, SLAs and quality standards to maximize customer satisfaction.
Handling calls from the Canadian market about existing flight/hotels and packages reservations. o Providing excellent customer service from the first contact o Apply all values of the company through out each and every interaction o Ensure customer satisfaction every Handling calls from the front line of support to provide extended service and solutions to customers. o Handling escalated calls when customers request to speak to managers o The ability to convert a frustrated customer to a promoting customer o Ensuring the loyalty of the customer to the brand o Working offline to process customer’s files to concerned departments
Handling calls from the Australian market about cellphone and billing enquiries. o Providing excellent customer service from the first contact o Apply all values of the company through out each and every interaction o Ensure customer satisfaction every call
major management. minor marketing