Customer Service Quality & Performance Coach

Carrier Global Corporation; Monterrey; Presencial; MXN 240.000 - 360.000; Jornada completa

Descripción de la vacante

Carrier Global Corporation's Monterrey-based Customer Care Center is a fast-paced hub serving a US customer base via phone, chat, and email. As a QA Specialist, you will monitor interactions, evaluate quality scores, and coach agents to deliver exceptional service while ensuring compliance.

You will work with managers to track performance, provide feedback, and help training teams improve processes. Requires a Bachelor's in Business Administration or related field, 3+ years in customer service,

Formación

• Bachelor degree on Bussiness Administration or Industrial Experience
• 3+ years of experience providing Customer Service
• Comunication Skills
• Bilingual
• Experience giving Cpaching and feedback

Responsabilidades

• Monitor customer service calls and emails to ensure agents are providing quality customer service to our customers, adhering to Carriers policies and procedures
• Conduct live monitoring with real time feedback for all new hire agents
• Evaluate and score calls, emails and chats based on predefined criteria using WFM technology
• Based on monitoring results, identify areas of strength and opportunity, provide feedback, coaching, and re-training to agents with the goal of improving overall customer experience while maintaining adherence to compliance and regulatory guidelines
• Provide expert guidance and recommendations regarding the processes, policies, and procedures in Customer Service
• Build trusting partnerships with managers & supervisors to update them on the status of each agent, reporting quality scores as well as scores for each individual skill
• Identify and escalation immediate potential risks or quality concerns directly to the agent’s supervisor
• Analyze QA results monthly to identify broader training opportunities for Customer Service
• Facilitate and / or attend monthly call calibrations with business lines to discuss trending and opportunities for improvements through subject matter expertise
• Proactively identify opportunities for improvement that add value to the business objectives and enhance the customer experience
• Provide recommendations to the Training Manager regarding new content or updates to existing content

Conocimientos

Customer Service

Coaching & Feedback

Bilingual

Call Center

Quality Assurance

Educación

Bachelor's degree in Business Administration

Herramientas

Salesforce

SharePoint

CTI

WFM (Virtual Observer)

Outlook

Excel

PowerPoint

Descripción del empleo

Carrier Global Corporation's Monterrey-based Customer Care Center is a fast-paced hub serving a US customer base via phone, chat, and email. As a QA Specialist, you will monitor interactions, evaluate quality scores, and coach agents to deliver exceptional service while ensuring compliance.

You will work with managers to track performance, provide feedback, and help training teams improve processes. Requires a Bachelor's in Business Administration or related field, 3+ years in customer service,