Quality Agent

Quality Agent

Resumen

Localización

Area

Tipo de contrato

Fecha de publicación

16-11-2024

Descripción de la oferta

We are an international fintech holding, one of the most technologically advanced and fast-growing companies in the online lending market. Within just several years, we managed to launch our operations in 7 countries, reach $200M in revenues and win multiple international startup contests such as Red Herring's Top 100 Europe and European FinTech Awards.The primary role of the Quality is to evaluate and make improvements to business processes. You will perform these tasks within any operations department.You will ensure the efficiency of business operations and create and implement changes or improvements as needed.Monitor, assess, identify areas of improvement and document the agents' performance. Provide assistance in order to meet operations objectives and goals.Analyze the results of the Quality and propose actions of improvement.Meet the staff queries about the service processes and identify possible training deficiencies at an individual and group level.PRIMARY RESPONSIBILITIES- Maintain and develop internal support and call center quality standards; - Evaluations with meaningful and constructive feedback; - Discuss and explain feedback with Quality Manager in regular meetings; - Analyze all customer service metrics and how the support team's performance affects those KPIs; - Suggest strategies to improve support KPIs- NPS and CSI Data extraction- Support the Quality M.To analyse NPS and CSI verbatim- Support the Quality M. to create reports that reflect performance; - Basic report building-Participate in calibration sessions to maintain consistency in internal evaluations.- Contribute to the team culture in a positive manner.- Support the Quality M. to handle basic and simple customer claims.KNOWLEDGE & SKILLSCritical ThinkingTarget Driven and organizedAbility to work towards set goals (team and individual goals)Motivated to produce a high volume of outbound and inbound phone calls.Problem solving ability and detail oriented.Able to have a positive approach to changes.Develop basic report to share the results of the audit with the Quality ManagerHight change adaption.Experience in the customer service space.Proven track record of analytical skills.Hands-on experience in quality assurance.Great people skills and ability to communicate.Good organizational skills, knowledgeable in goal-setting practices.Examples of data visualization abilities and understanding of metrics.Perception of basic business metrics and how support impacts those.Problem-solving capabilities to create meaningful strategies to improve support quality reporting to Quality and Process Manager.**Education**:English intermediate will be a must.Experience Target:Previous experience in collection/customer support/verificationWill be a plus experience as a Quality.Computer literate(Excel Knowledge)If you are a financial and technological lover, this is your company, send us your resume and develop and grow with a one of the fast-growing Fintech company in Europe and Latam!!

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