Recrutements au Sénégal

Ria Money Transfer recrute 01 Coach en assurance qualité

Ria Money Transfer recrute 01 Coach en assurance qualité

Job description

  • Coaching and Mentoring: Act as a mentor and coach for our Care representatives, providing ongoing guidance and support to improve their customer service skills and overall performance.
  • Training Delivery: Develop and deliver comprehensive training programs that focus on enhancing customer service skills, communication techniques, problem-solving, and conflict resolution.
  • Quality Assurance: Perform quality assurance processes to monitor and evaluate customer interactions, ensuring adherence to company policies, protocols, and service standards.
  • Performance Analysis: Analyze key performance metrics, customer feedback, and call recordings to identify areas of improvement for individual representatives and the contact centre as a whole.
  • Feedback and Recognition: Provide constructive feedback to representatives, acknowledging their strengths and assisting them in overcoming challenges to achieve their full potential.
  • Continuous Improvement: Stay up-to-date with the latest industry trends, best practices, and technological advancements in customer experience to continuously enhance our service delivery.
  • Team Building: Foster a collaborative and positive team culture within the contact centre, promoting teamwork and a shared commitment to delivering exceptional customer experiences.
  • Customer Insights: Work closely with other departments to gather insights from customer interactions, facilitating the continuous improvement of products, services, and processes.
  • Escalation Support: Provide support in handling complex customer escalations, demonstrating problem-solving skills and a commitment to resolving issues effectively.

Responsibilities

  • Coaching and Mentoring: Act as a mentor and coach for our Care representatives, providing ongoing guidance and support to improve their customer service skills and overall performance.
  • Training Delivery: Develop and deliver comprehensive training programs that focus on enhancing customer service skills, communication techniques, problem-solving, and conflict resolution.
  • Quality Assurance: Perform quality assurance processes to monitor and evaluate customer interactions, ensuring adherence to company policies, protocols, and service standards.
  • Performance Analysis: Analyze key performance metrics, customer feedback, and call recordings to identify areas of improvement for individual representatives and the contact centre as a whole.
  • Feedback and Recognition: Provide constructive feedback to representatives, acknowledging their strengths and assisting them in overcoming challenges to achieve their full potential.
  • Continuous Improvement: Stay up-to-date with the latest industry trends, best practices, and technological advancements in customer experience to continuously enhance our service delivery.
  • Team Building: Foster a collaborative and positive team culture within the contact centre, promoting teamwork and a shared commitment to delivering exceptional customer experiences.
  • Customer Insights: Work closely with other departments to gather insights from customer interactions, facilitating the continuous improvement of products, services, and processes.
  • Escalation Support: Provide support in handling complex customer escalations, demonstrating problem-solving skills and a commitment to resolving issues effectively.

Qualifiications

  • Bachelor’s Degree in any related field.
  • Minimum 1 year of working experience ideally in customer service coaching or training role, preferably in a contact centre environment.
  • Excellent Communication Skills.
  • Proficient in MS Office products (Word, Excel, Outlook and PowerPoint), customer service software, call centre tools, and reporting systems
  • Willing to learn monitoring and feedback principles for customer interactions.
  • Have the empathy and patience required to inspire and motivate your team to achieve their goals.
  • Ability to actively listen to live and recorded calls.
  • Good command in English, Philippines languages and other languages are an advantage.

Pour postuler, veuillez cliquer sur ce lien : hcvk.fa.em2.oraclecloud.com.

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