RIA FINANCIAL
Somos la tercer compañia más grande de transferencia de dinero. Desde
1987 nos hemos esforzado con exito para proporcionar una alternativa
segura, rapida y rentrable para enviar dinero en más de 85 paises
alrededor del mundo.
Job Description
DIVISION/DEPARTMENT: Quality Assurance
LOCATION: El Salvador
JOB TITLE: Quality Assurance Specialist
REPORTS TO: Quality Assurance Manager
Position Summary
This individual will examine, question, evaluate and report to management about findings in regard to the quality and deficiencies of CSRs and Programs within the Call Center.
Essential Functions
• Monitor phone calls to ensure CSR is in compliance with the programs policies and expectations
• Responsible to ensure CSR is providing excellent Customer Service
• Track Performance Metrics in QA Templates
• Compile feedback from the daily efforts; generate a Weekly Trends
• Communicate feedback to CSR & Leadership Team with a recommendation of next steps. Including specific CSR performance, program trends, etc.
• Respond to Incoming E-mails/Calls Regarding QA
• Maintain the QA Database, update scores
• Responsible for CSR’s knowledge, awareness of latest updates
• Provide floor support for Leadership Team during Staff Meetings
• Conduct Floor Sweeps
• Take 1 call for each assigned CSR per week
• Weekly Leadership Calibration sessions
• Track CSR QA Logs
• Analyze, Communicate Improvement Opportunities and deliver feedback on the following:
DIVISION/DEPARTMENT: Quality Assurance
LOCATION: El Salvador
JOB TITLE: Quality Assurance Specialist
REPORTS TO: Quality Assurance Manager
Position Summary
This individual will examine, question, evaluate and report to management about findings in regard to the quality and deficiencies of CSRs and Programs within the Call Center.
Essential Functions
• Monitor phone calls to ensure CSR is in compliance with the programs policies and expectations
• Responsible to ensure CSR is providing excellent Customer Service
• Track Performance Metrics in QA Templates
• Compile feedback from the daily efforts; generate a Weekly Trends
• Communicate feedback to CSR & Leadership Team with a recommendation of next steps. Including specific CSR performance, program trends, etc.
• Respond to Incoming E-mails/Calls Regarding QA
• Maintain the QA Database, update scores
• Responsible for CSR’s knowledge, awareness of latest updates
• Provide floor support for Leadership Team during Staff Meetings
• Conduct Floor Sweeps
• Take 1 call for each assigned CSR per week
• Weekly Leadership Calibration sessions
• Track CSR QA Logs
• Analyze, Communicate Improvement Opportunities and deliver feedback on the following:
- Customer Surveys
- Call Logging
• Working hours may vary depending on program needs which include evenings, weekends and Holiday coverage
• May perform other related duties and responsibilities as assigned and/or required
• Working hours may vary depending on program needs which include evenings, weekends and Holiday coverage
• May perform other related duties and responsibilities as assigned and/or required
Required Skills
• Detail oriented
• Effective oral and written communications
• Adaptive to change
• Computer proficiency
• Organizational skills
• Decision making
• Keen listening skills
Required Competencies
• Demonstrate an ability to proficiently navigate in Windows, Word, Excel, Access and Web Based Applications
Minimum work experience requirements
• Previous Call Center experience and/or 1 year of experience working with epay
• Previous Quality Assurance experience preferred
Minimum education requirements
• High School Diploma
INTERESTED SEND YOUR RESUME TO THE FOLLOWING E-MAIL ADDRESS: reclutamiento@riafinancial.com