GET TO KNOW ALORICA
At Alorica, we only do one thing – make lives better, one interaction at a time. We’re a global leader in customer service and experience, serving the world’s biggest brands with tens of thousands of employees in hundreds of locations around the globe.
JOB SUMMARY
Evaluate, document, and report the quality of agent customer interactions through standardized call and transaction monitoring. Provide specific feedback to supervisory and management staff regarding agent performance. Participate in internal/external calibrations to ensure thorough understanding of client requirements.
ESSENTIAL JOB DUTIES
- Conduct quality-related reviews of agent performance, evaluating against client and internal quality standards to ensure proper call and transaction handling. This includes call translating/interpretation, monitoring, review of data entry/transactions processed, and evaluation of any other performance metric that may impact quality (i.e. soft skills)
- Provide specific feedback to supervisory and management staff regarding agent areas of opportunity for their team members. Support supervisory staff in their coaching efforts and provide coaching assistance as needed.
- Responsible for completing the required number of quality reviews for each agent based on client/company performance guidelines.
- Document all observations thoroughly by maintaining observation forms and call center monitoring database.
- As applicable, responsible for providing analysis if needed.
- May participate in and support the Quality Management (QM) Program in identifying and acting on opportunities that improve the quality and value of the service we provide to our clients and our employees.
ADDITIONAL JOB DUTIES
- Responsible for understanding and complying with all policies, procedures, and regulations relating to job duties.
- Perform other duties as assigned by management.
JOB REQUIREMENTS
Minimum Education and Experience:
- High School Diploma or GED is required.
- 1 year experience in a call center environment required.
- 6 months’ experience in a quality or coaching-related role preferred.
KNOWLEDGE, SKILLS, ABILITIES & OTHER CHARACTERISTICS:
Specific Job Related Knowledge, Skills, Abilities & Other Characteristics:
- Significant knowledge working with Microsoft Office software (Word, Power Point, Excel, Outlook)
- Demonstrated ability to meet client requirements based on recent, consistent call quality scores at meets or exceeds level.
- Ability to objectively evaluate performance against standards and to identify performance gaps and recommend corrective action.
- Ability to coach and provide constructive feedback on proper process and techniques.
General Job Level Knowledge, Skills, Abilities & Other Characteristics:
- Excellent written, verbal and interpersonal communication skills.
- Ability to multi-task and adapt to change.
- Proven track record of meeting or exceeding customer experience and financial objectives
- Ability to maintain the highest level of confidentiality.
Travel: Less than 10%
Career Level Attributes: O1
- General Profile: Entry-level position with limited prior training or relevant work experience. Acquires basic skills via on-the-job training and coaching to perform routine tasks. Work is prescribed and completed with little autonomy. Works with either close supervision or under clearly defined procedures.
- Functional: Develops skills to perform basic activities in own job.
- Business Expertise/Acumen: Understands how the assigned duties integrate with others in the team.
- Leadership: Has no supervisory responsibilities.
- Problem Solving: Uses existing procedures to solve routine problems; has limited discretion.
- Impact: Impacts the accuracy and quality of own work; receives close supervision; duties are clearly defined.
- Interpersonal Skills: Uses communication skills and common courtesy.
If you are interested, please send us your CV in English.
Applications will be processed in strict confidentiality.
Only short-listed candidates will be contacted.
The personal data of the applicants will be processed in strict confidentiality by Alorica solely for the purposes of selection and recruitment and will not be transferred to other data controllers unless required by law. Applicants provide their personal data on a voluntary basis and will have the right to access and correct their personal data within a reasonable time upon filing a written request.