Customer Service Excellence Specialist

hace 4 días


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

Company Overview
Fpsinc is a global performance-based analytically driven omnichannel solutions organization that prioritizes culture and employee satisfaction. With operations in Kansas City, MO, Chennai, India, Bogota, Colombia, and Manila, Philippines, we strive to deliver groundbreaking solutions for clients while providing fulfilling careers for employees.

Job Description

The Customer Service Excellence Specialist plays a vital role in helping the program's performance by monitoring calls, providing coaching and feedback, facilitating calibration sessions, generating reports, and analyzing data. This individual will work closely with the Lead QA to identify process gaps and call opportunities to drive continuous improvement initiatives.

Key Responsibilities:

  1. Analyze current customer service processes and identify areas for improvement to enhance overall effectiveness.
  2. Define and recommend process improvements to meet current and future customer service needs and standards.
  3. Ensure customer needs are met through existing processes (e.g., review recorded agent conversations, identify/communicate opportunities for improvement).
  4. Work directly with agents/staff to improve overall performance.
  5. Perform quality audits and analyze results to determine process improvement opportunities.
  6. Review and monitor appeal results, escalating as necessary.
  7. Demonstrate understanding of applicable Customer Service Quality requirements and guidelines.
  8. Adhere to established Quality processes, procedures, and guidelines.

Requirements:

  • A minimum of 2-4 years' experience as a Quality Analyst in a BPO setup.
  • Strong verbal and written communication skills.
  • High customer service orientation.
  • Strong attention to detail and desire to follow procedure.
  • Proficient in GSuite applications.
  • Able to work on-site.

Compensation: $65,000 - $85,000 per year, depending on experience.

Benefits: Fpsinc offers a competitive benefits package, including medical, dental, and vision insurance, as well as opportunities for career growth and professional development.



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