[Fusion BPO Services]

Tirane

Nr. Njesia - Zona me e afert?

2 Piramida | ETC | TVSH | Stadiumi

Tipi

1. me orar te plote

Fusha | Profili i punes

1. Supervizor

Gjuha

1. anglisht

Eksperienca

vetem me eksperience

The Quality Assurance Team Leader is responsible for ensuring that the operations are in compliance with established policies, procedures, and quality standards. The Team Leader will be responsible for leading a team of quality assurance analysts, developing and implementing quality assurance processes, training programs, and evaluation strategies to ensure customer satisfaction.

Key Responsibilities:

• Lead a team of quality assurance analysts to ensure that call center representatives are meeting or exceeding established quality standards.
• Develop and implement quality assurance processes, procedures, and training programs to ensure that call center representatives are providing excellent customer service and meeting all performance metrics.
• Conduct ongoing evaluations of call center representatives to ensure that they are providing excellent customer service and meeting all performance metrics.
• Collect and analyze data from customer interactions, including call recordings, chat transcripts, and emails, to identify areas for improvement.
• Provide regular feedback to call center representatives and managers on areas for improvement and provide coaching and training to ensure continuous improvement.
• Develop and implement customer satisfaction surveys to measure customer satisfaction and identify areas for improvement.
• Work with other managers to identify trends, develop strategies, and implement changes to improve overall call center performance.
• Ensure that call center operations are in compliance with all legal and regulatory requirements, including privacy laws and data protection regulations.
• Develop and maintain comprehensive reports on call center performance, including call volumes, average handle times, and customer satisfaction metrics.

Qualifications:

• Bachelor's degree in a related field, or equivalent work experience.
• At least 3 years of experience in a call center environment, with at least 1 year of experience in a quality assurance leadership role.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills, with the ability to work collaboratively with others.
• Strong leadership skills, with the ability to manage and motivate a team of quality assurance analysts.
• Strong understanding of call center operations, including call routing, IVR systems, and call monitoring tools.
• Strong understanding of customer service and customer experience best practices.
• Familiarity with data analysis tools and reporting software.
• Ability to work independently and manage multiple projects simultaneously.
• Ability to work under pressure and in a fast-paced environment.

Apply Now: albania.hiring@fusionbposervices.com
Address: Kullat Binjake, Kulla 1, Kati 13

With 34 years of experience serving 250+ clients across all industries, Fusion BPO Services Group delivers world-class call center, outsourcing and customer care services from 14 global centers & 28 Locations in USA, Canada, El Salvador, Philippines, Jamaica, Albania, UK, India, Morocco & Colombia.

Only the selected candidates will be contacted for an interview.