Customer Care QA & Coaching Specialist

Gsb Solutions; Apodaca; Presencial; MXN 360.000 - 520.000; Jornada completa

Descripción de la vacante

Carrier Global Corporation operates a large, fast-paced Customer Care Center in Monterrey, focusing on US-based customers via phone, chat, and email. The role emphasizes monitoring, coaching, and retraining agents to achieve service excellence while ensuring compliance and quality.

Reporting to the Performance Optimization Site Lead, you will identify opportunities to improve customer experience and partner with managers to share quality insights and trends.

Formación

• Bachelor degree in Business Administration or Industrial Experience.
• 3+ years of experience providing Customer Service.
• Communication skills required.
• Bilingual.
• Experience coaching and giving feedback.

Responsabilidades

• Monitor customer service calls and emails to ensure quality and adherence to policies.
• Provide live monitoring with real-time feedback for new hires.
• Evaluate and score interactions using predefined criteria with WFM technology.
• Offer coaching and retraining to improve customer experience and compliance.
• Provide guidance on processes, policies, and procedures in Customer Service.
• Report quality scores to managers and supervisors, highlighting individual and overall trends.
• Identify risks or quality concerns and escalate as needed.
• Analyze QA results to identify broader training opportunities.
• Support monthly calibrations and partner with business lines for improvements.

Conocimientos

Bilingual

Communication skills

Coaching/feedback

Customer Service

Educación

Bachelor degree in Business Administration or Industrial Experience

Herramientas

Salesforce

SharePoint

WFM software (e.g., Virtual Observer)

Descripción del empleo

Carrier Global Corporation operates a large, fast-paced Customer Care Center in Monterrey, focusing on US-based customers via phone, chat, and email. The role emphasizes monitoring, coaching, and retraining agents to achieve service excellence while ensuring compliance and quality.

Reporting to the Performance Optimization Site Lead, you will identify opportunities to improve customer experience and partner with managers to share quality insights and trends.