JOB DESCRIPTION:-
• Monitor and assess calls as per monitoring guidelines.
• To ensure appropriate records are maintained and analyse the data to generate training needs analysis.
• Manage the measurement, analysis, reporting, publication and improvement of Quality performance
• Identify training needs and deliver training and coaching where necessary
SKILLS / EXPERIENCE REQUIRED: –
• Minimum 6 months experience in customer service/call centre environment.
• Ability to work independently and manage own workload.
• Proficient in one or more European languages (Danish, Norwegian, Spanish, Swedish, Dutch, German, French)
• Excellent communication skills (written and verbal)
• Fully proficient in Microsoft Office products (Excel, Word, Powerpoint, Office.)
• Previous experience in coaching, team leading or staff management (ESSENTIAL)
• Previous quality monitoring experience (ESSENTIAL)