CC Quality Improvement Specialist
Team Telecom Armenia
مجموع سنوات الخبرة :5 years, 11 أشهر
✓ Conduct detailed data analysis to identify trends, patterns, and areas for improvement in call center operations.
✓ Collaborate with call center managers and supervisors to develop and implement performance improvement plans.
✓ Lead cross-functional teams in the implementation of process enhancements, ensuring alignment with company objectives.
✓ Design and conduct training programs to improve call center agent performance, focusing on customer service skills and problem-solving abilities.
✓ Establish and monitor key performance indicators (KPIs) to track the impact of process improvements on call center operations.
✓ Conduct root cause analysis to address the underlying issues that lead to customer complaints, high call volume, and operational inefficiencies.
✓ Integrate new technologies and tools to enhance call center capabilities and customer experience.
✓ Collaborated with the Quality Assurance team to develop and maintain a comprehensive quality monitoring program.
✓ Conducted regular audits of calls, emails, and chat interactions to ensure compliance with company standards and provide feedback to agents.
✓ Assisted in the creation of call center agent training materials and conducted training sessions.
✓ Administer non-cash transaction processing for clients, ensuring accurate and compliant handling of various financial instruments, including checks, electronic transfers, and digital payments.
✓ Perform thorough analysis of incoming non-cash transactions to identify discrepancies.
Calling customers and asking them to charge the bank card account for collection purposes. Provide support to clients and internal stakeholders, addressing inquiries and issues related to non-cash transactions promptly and professionally.
✓ Manage the all non-cash process and answer to customers messages
✓ Ensure compliance with relevant regulations, security standards, and company policies in all non-cash transactions.
✓ Managed the end-to-end partner enrollment process, including application verification, background checks, and document collection.
✓ Cultivated and maintained strong partner relationships, ensuring partner satisfaction and retention.
✓ Collaborated with internal teams to streamline enrollment processes, reducing turnaround times and improving efficiency.
✓ Assisted partners with inquiries, offering prompt and accurate information and guidance.
✓ Managed a team of call center agents, overseeing their daily activities and providing regular feedback and coaching to improve performance.
✓ Conducted weekly performance evaluations and one-on-one coaching sessions to support individual and team growth.
✓ Assisted in the development of training materials and delivered training sessions to new and existing team members.
✓ Collaborated with the quality assurance team to maintain and improve service quality standards.
✓ Facilitated open communication and teamwork within the team, resolving conflicts and ensuring a positive work environment.
✓ Compiled and reported performance metrics to upper management, highlighting achievements and areas for improvement.
✓ Handle inbound and outbound calls from customers in a courteous and professional manner.
✓ Provide accurate information about products, services, and company policies to address customer inquiries and concerns.
✓ Assist customers with placing orders, processing returns, and resolving billing issues in a timely and efficient manner.
✓ Escalate complex issues to appropriate departments or supervisors for resolution.
✓ Follow-up with customers to ensure their needs have been met and provide assistance as needed.
✓ Input and update customer information in the company's database accurately and efficiently.
✓ Meet and exceed performance targets for call quality, productivity, and customer satisfaction.
✓ Collaborate with team members and supervisors to identify areas for improvement and implement solutions to enhance the customer experience.
✓ Interacted with customers in person, over the phone, and via email to address inquiries, resolve issues, and provide support.
✓ Handled customer complaints and escalated unresolved issues to management for further investigation.
✓ Participated in training sessions to stay updated on product knowledge, customer service techniques, and company policies.
✓ Assisted the General Manager in overseeing daily operations and implementing strategic initiatives to drive business growth.
✓ Managed various administrative tasks, including payroll, scheduling, and inventory management.
✓ Coordinated with department heads to ensure seamless communication and collaboration across teams.
✓ Conducted regular inspections to maintain quality standards and compliance with safety regulations.
✓ Assisted in the development and implementation of marketing strategies to attract new customers and retain existing ones.
✓ Provided leadership and support to staff members, fostering a positive work environment conducive to productivity and growth.
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