Responsibilities:

Remote monitoring of calls and work items processed/handled and capturing quality scores.
Managing work volume to ensure that sample size committed achieved weekly/monthly.
Ensuring that sampled work is truly a random and representative sample according to established business rules and governance guidelines.
Providing detailed, relevant written commentary on Quality Assessment Evaluation forms that is consistent with the quality matrix and support team leaders and supervisors in providing balanced feedback/coaching to their employees.
Prepare reports on overall quality results using established reporting utilities.
Ensuring all required rules and processing standards are followed in accordance with client specifications.
Ensuring that quality programs are updated to reflect current processing standards.
Ensure that monitoring tracking is updated daily and within agreed on service levels.
Participate in the preparation data for calibration meetings.
Actively participate in calibration meetings with internal and external partners
Assists in other assigned duties relating to the quality assessment process as required.
Assist in making improvement assessments on the overall quality monitoring methodology.

Requirements:

Fluent in the English language, French a requirement.
Ability to handle multiple, repetitive tasks and prioritize effectively.
Detail orientated.
Team player who is self-motivated with a passion for continuous improvement and who has an ability to portray a positive attitude.
Excellent written and verbal communication and interpersonal skills with the ability to communicate effectively, both formally and informally, with all levels within the organization.
Excellent time management skills
Minimum 3-5 years experience in a data processing and/or call centre environment.
Customer service/contact centre experience is an asset.
Strong understanding of department workflows and efficiencies in a fast-paced service/production environment.
Strong organizational and planning skills with the ability to multi-task
Think outside-the-box creative, and solutions-oriented individual.
Ability to apply good decision-making and judgement skills regarding application of scorecard elements.
Strong computer skills able to utilize a variety of Windows-based software programs such as MS Word, and Excel.

BPO Customer Care Associate