Quality Assurance Coach

hace 2 semanas

Bogotá, Bogotá D.E., Colombia Nuvei A tiempo completo

Your Mission

The Quality Assurance Coach is responsible for monitoring completed calls and tasks in the continuous effort to coach and mentor agents and ensure a seamless merchant experience. Working closely with management and utilizing standardized quality assurance processes, the coach provides personalized support to agents through coaching sessions, calibrations, side-by-side support, and training.

The QA coach also plays a key role in identifying opportunities to enhance training, documentation, process automation, and business-level reporting to positively impact customer and employee satisfaction.

The primary goal of the QA coach is to empower agents to deliver top-notch customer and technical support, setting the stage for Nuvei to lead the industry.

Key responsibilities include, but are not limited to:

  • Monitor interactions (internal and external) for agents following approved guidelines.
  • Audit completed tasks to ensure they meet QA requirements.
  • Provide personalized coaching and ongoing feedback to agents based on individual needs.
  • Document all feedback systematically to ensure accurate reporting for informed decision-making.
  • Prepare comprehensive reports to demonstrate agent statistics and content comprehension.
  • Stay abreast of Nuvei QA requirements, products, and customer service principles.
  • Assist in training on new product material and continuous content updates.
  • Collaborate on the development and coordination of QA processes.
  • Engage in special projects related to training and QA initiatives as needed.
  • Maintain strong relationships with all departments under QA function.
  • Handle a specific number of customer interactions monthly to stay updated firsthand.

Qualifications include, but are not limited to:

1-2 years of experience in a call center setting.

  • Experience in a related industry (credit/debit payment processing) is advantageous.
  • Experience in coaching, supervising, instructing, and quality assurance is a plus.
  • Effective interpersonal skills.
  • Ability to tactfully handle confidential information and promote an ethical workplace.
  • Demonstrated ability to thrive under pressure in a dynamic team environment.
  • Strong problem-solving abilities.
  • Proficient in MS Office.
  • Excellent written and verbal communication skills.

Working Language

  • English (written and spoken) is predominantly used for internal and external communications due to the geographical diversity of colleagues, clients, and suppliers.
  • Internal communications may also occur in Spanish based on the involved parties.

Benefits

Nuvei provides a diverse range of benefits, including:

  • Health insurance, Paid Vacation Time, and Paid Sick Time.
  • Up to 2.5 additional days of annual leave per quarter upon quarterly target achievement.
  • Hybrid work environment.
  • Virtual yoga and meditation sessions and opportunities for community engagement and employee involvement.

Nuvei is a fair employer that values collaboration and innovation while fostering a diverse and inclusive workplace. The Nuvei team comprises a wealth of talent, skills, and aspirations. At Nuvei, we believe that the happiest employees are those encouraged to be their authentic selves. So, please bring your true self. We're excited to meet you.

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