Skip to page content
UA Brands

Contact Center QA Spc.

Job Details

Job Ref:
CONTA001383
Location:
Real Cariari, Autopista General Canas, San Jose, CR, CRI
Category:
Customer Service
Employment Type:
Full Time

Overview

Essential Duties and Responsibilities:

• Evaluate recorded and live calls, chats and email transcripts and conduct one on one enhancement and review session with each CCS monthly.

• Coach CCS team to successfully deliver WOW experience through exceptional customer service and optimal efficiency.

• Monitor employee behavior and identify areas of improvement.

• Use quality assurance results and work reviews to provide data and actionable information to suggest improvements and enhancements to existing training programs.

• Participate in designing rewards and recognition programs.

Required Skills:

  • Excellent communication, verbal and written; as well as interpersonal skills with the ability to effectively listen and communicate complex information in a clear and concise manner.
  • Results oriented, motivated and ability to multi-task to drive simultaneous projects.
  • Outstanding organization, time management and software skills
  • Microsoft Office: Outlook, Word, Excel, Powerpoint, SharePoint. Call Recording Software: Cisco Calabrio
  • Excellent coaching and mentoring skills - Identify the strengths and areas of development in CCS performance

Job requirements:

 

  • High School or Equivalent is a must
  • Bachelor’s degree or advance student of Business Administration or commensurate experience preferred.
  • English level 90% minimum
  • Quality Assurance, Training or related fields.

 

Experience:

  • Quality assurance or training experience in a contact center environment and quality monitoring practices and recording systems.
  • Prefer experience in a multi-channel business to consumer retail contact center with responsibilities for all current forms of customer contacts, including phone, chat, email, survey response and social media interaction.
  • Demonstrated experience in fostering a team environment and engaging employees.

Apply

Follow UA Brands on Social Media

This section contains content aggregated from UA Brands social media accounts. As a result of the different sources and the plug-in used to aggregate them, there will more than likely be some accessibility issues in this section. These posts can also be found directly on our facebook page, here.

    Contact Us

    If you like what you’ve heard about us so far and believe you’re exactly the ambitious, self-motivated professional we need, we’d love to meet you!