6 Especialistas de calidad y formación con idiomas en contact center (Valencia - España)

Descripción: Assist CRM Spain SL selecciona a varias personas con distintos perfiles de idiomas para el puesto de ESPECIALISTA DE CALIDAD Y FORMACIÓN EN CONTACT CENTER para Valencia (España). Position details: Occupation: QUALITY AND TRAINING SPECIALIST – CONTACT CENTER Number of Vacancies: FRENCH (2) POLISH/ENGLISH (2) ITALIAN (1) AND GERMAN (1) Full Job Description: You will be responsible for evaluating, driving, and enhancing the quality of service provided by our agents, ensuring it meets and exceeds company and client expectations. Additionally, you will design, deliver, and evaluate training programs that empower both new hires and tenured staff to reach their full potential. Key responsibilities: Quality Monitoring & Evaluation: Monitor and analyze customer interactions (calls, emails, chats) against quality standards, verifying that agents provide accurate solutions and deliver exceptional customer service. Record evaluations using departmental quality programs. Coaching & Continuous Feedback: Provide regular, constructive coaching feedback to agents. Partner with Team Leaders and Managers to share performance insights and assist agents in developing their skills. Training & Onboarding: Design, prepare, and deliver engaging initial and ongoing training programs for frontline employees and middle management. Ensure staff are regularly updated on product, service, and application developments. Performance Analysis & Improvement: Analyze quality data to create and implement Action Plans (APs). Participate in refining quality monitoring forms, standards, and training materials. Training Assessment: Measure and report on the effectiveness of training programs using tests, evaluations, and performance metrics, keeping programs vibrant, dynamic, and interactive. Nesting & Ongoing Support: Supervise, support, and mentor new hire. Para acceder al detalle de la oferta haga click aquí