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    Quality Assurance Coach - Manila, Pilipinas - Ria Money Transfer

    Ria Money Transfer
    Ria Money Transfer Manila, Pilipinas

    1 linggo ang nakalipas

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    Buong oras
    Paglalarawan
    Job Description

    Are you passionate about creating great customer experiences and fostering a culture of exceptional service As a Customer Experience Coach for our Contact Centre, you will play a pivotal role in shaping the Customer experience and empowering our Representatives to excel in their roles. Your expertise and guidance will be crucial in creating a positive and lasting impression on every customer we engage with.

    Together, we'll elevate the standard of service, leaving a positive impact on every customer interaction. If you are driven by a desire to help others succeed and possess a genuine enthusiasm for improving customer experiences, we encourage you to apply and become an integral part of our team.

    Responsibilities

    Coaching and Mentoring:     Act as a mentor and coach for our Care representatives, providing ongoing guidance and support to improve their customer service skills and overall performance.

    Training Delivery: Develop and deliver comprehensive training programs that focus on enhancing customer service skills, communication techniques, problem-solving, and conflict resolution.

    Quality Assurance: Perform quality assurance processes to monitor and evaluate customer interactions, ensuring adherence to company policies, protocols, and service standards.

    Performance Analysis: Analyze key performance metrics, customer feedback, and call recordings to identify areas of improvement for individual representatives and the contact centre as a whole.

    Feedback and Recognition: Provide constructive feedback to representatives, acknowledging their strengths and assisting them in overcoming challenges to achieve their full potential.

    Continuous Improvement: Stay up-to-date with the latest industry trends, best practices, and technological advancements in customer experience to continuously enhance our service delivery.

    Team Building: Foster a collaborative and positive team culture within the contact centre, promoting teamwork and a shared commitment to delivering exceptional customer experiences.

    Customer Insights: Work closely with other departments to gather insights from customer interactions, facilitating the continuous improvement of products, services, and processes.

    Escalation Support: Provide support in handling complex customer escalations, demonstrating problem-solving skills and a commitment to resolving issues effectively.

    Qualifications

    Job Requirements/ Qualification
    • Bachelor's Degree in any related field.
    • Minimum 2 year of working experience ideally in customer service coaching or training role, preferably in a contact centre environment.
    • Excellent Communication Skills.
    • Proficient in MS Office products (Word, Excel, Outlook and PowerPoint), customer service software, call centre tools, and reporting systems
    • Willing to learn monitoring and feedback principles for customer interactions.
    • Have the empathy and patience required to inspire and motivate your team to achieve their goals.
    • Ability to actively listen to live and recorded calls.
    • Good command in English

    Competencies and Skills:
    • Flexibility/Adaptability & Managing Change
    • Client orientation
    • Analytical thinking
    • Teamwork & Conflict Management
    • Communication & Influence
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