Customer Service QA & Performance Coach

Gsb Solutions; Guanajuato; Presencial; MXN 320.000 - 460.000; Jornada completa

Descripción de la vacante

Carrier's Customer Care Center in Monterrey seeks a skilled administrator to monitor calls, emails, and chats, providing live feedback and coaching to agents to raise service quality. You will score interactions, identify training needs, and collaborate with leaders to drive continuous improvement across processes and policies in a fast-paced support environment.

Ideal candidates bring 3+ years in customer service, bilingual capabilities, and strong communication, with experience in call centers

Formación

• Bachelor degree in Business Administration or related field required.
• 3+ years of experience in customer service.
• Strong communication and bilingual capabilities.
• Experience coaching and giving feedback to agents.

Responsabilidades

• Monitor customer service calls and emails to ensure quality and adherence to policies.
• Provide live feedback and coaching to new hire agents.
• Evaluate and score calls, emails, and chats using WFM tools.
• Advise on processes, policies, and procedures in Customer Service.
• Report agent performance and trends to managers with scores.
• Escalate immediate risks to the agent's supervisor.
• Analyze QA results monthly to identify training opportunities.
• Attend monthly call calibrations to discuss improvements.
• Suggest content updates to Training Manager to improve training materials.
• Support ongoing customer experience improvements.

Conocimientos

Customer Service Experience

Communication Skills

Bilingual

Coaching & Feedback

Public Speaking

Call Center Experience

HVAC domain knowledge

Educación

Bachelor degree in Business Administration

Herramientas

Salesforce

SharePoint

CTI

Virtual Observer

Outlook

Excel

Word

PowerPoint

Descripción del empleo

Carrier's Customer Care Center in Monterrey seeks a skilled administrator to monitor calls, emails, and chats, providing live feedback and coaching to agents to raise service quality. You will score interactions, identify training needs, and collaborate with leaders to drive continuous improvement across processes and policies in a fast-paced support environment.

Ideal candidates bring 3+ years in customer service, bilingual capabilities, and strong communication, with experience in call centers