Bolsa de trabajo – Quality Assurance Specialist – Mexico

Position Purpose: 

To create a partnership between the front line business, CEM, Training and Quality Experience Management to significantly impact ICE’s Key Process Inputs (KPI’s) that will drive the creation of a World Class Customer Experience. Focus on first call resolution, reducing business risk through compliance, identification of  best practices and root cause issues. QEM AL will own process improvement opportunities that will increase NPS, customer loyalty and sales. The QEM AL will monitor proactively based on criteria triggers.

Goals and Objectives:  

Quality Experience Management team is responsible for ensuring agents provide an excellent customer experience while selling with integrity. QEM team will partner to increase sales, reduce customer escalations and ensure member value. Through monitoring, the QEM AL will ensure the QEM program is adhered to, and will drive accountability from the front line agents to the 3 QEM pillars (Sales, Customer Experience, and Compliance).  QEM Al will be knowledgeable on assigned brands in order to move business forward.

Major Duties & Responsibilities

• Partners with business leaders to design evaluation forms and quality standards. Performs live and recorded call monitoring based on business critical focus.
• Provides trend data to business leaders and partners with them to further identify improvement opportunities at a department/team level. 
• Uses quality monitoring data management system (Encore) to compile and track performance at team and individual level. 
• Provides actionable data to various internal support groups as needed. 
• Participates in call calibration sessions  
• Partners with training to ensure recurrent training is conducted.
• Prepares and analyzes internal and external quality reports for management staff review
• Other various duties may include, but are not limited to, transcription and tracking of compliment feedback lines and Best in Class president’s comment line.
• Ability to manage multiple tasks simultaneously.
• Display superior judgment, exceptional organizational skills and ability to take the initiative to accomplish tasks.
• Excellent verbal and written communication skills.
• Develop, document, and maintain processes.
• Work within timelines for various assignments.
• Advanced problem solving and critical thinking abilities sufficient to generate creative solutions.
• Quality check data records in accordance with established company processes and standards.
• Identify, recommend and assist with implementation of changes for improvement.
• Consult with internal employees and proactively stay abreast of organizational changes.
• Investigate data to identify process problems.

Advanced Knowledge in the following:

• Encore
• CEM system
• OVS/MemberMaint
• Workforce Management
• Outlook

Qualifications/Requirements of the Position:    

• 6 months or more of Quality Assurance experience
• 6 months or more call center experience
• High school diploma
• Typing skills, minimum 50 WPM 
• Strong computer skills including Word, Excel, Power Point, Outlook 
• Excellent multi-tasking, organizational and prioritization skills
• Excellent attention to detail
• Strong written and verbal communication skills (including proficiency in spelling and grammar)
• Strong interpersonal, verbal and teamwork skills
• Self-directed and motivated, able to maintain productivity with minimal supervision 
• Knowledge of OVS/MemberMaint Booking System Preferred