Qa, customer service, recepcionista, auditor

- Evaluate and review the quality of agent contact responses to ensure acceptable service standards are met
Includes the management of monthly evaluations
- Work in compliance with all existing QA Criteria Documents for all channel interactions
- Utilize quality assurance data to analyze and identify trends and skill gaps and recommend to management
countermeasures to optimize the customer experience
- Deliver monthly statistical reporting to share knowledge with the management team and for use in monthly
KPI (Key Performance Indicator) meetings
- Develop contact calibration approaches that will foster alignment with stakeholder auditors. Schedule and
lead recurring calibration sessions across business lines
- Must distribute a written summary of learnings and agreed actions
- Create, assign and report errors and coaching opportunities that will enable improvement in overall
performance
- Process and distribute Customer Experience Investigations (CEIs) to management team as needed when
customer interaction standards are not met
- Work closely with the Training Team to share knowledge of skill deficiency trends and coaching
opportunities to drive improvement in training modules
- Stay informed on product and procedure enhancements needed to properly evaluate calls by attending
training, monitoring wiki posts and updates, and reviewing pertinent email communications for impact to the
QA workflow
- Educate all new Customer Service personnel on the Quality Assurance Program globally.

- Atencion de incidencias reportadas por clientes o partners
- Apoyo a clientes en el diagnostico de problemas y guia en la solucion de estos.
- Mantenimiento e actializacion de las guias de solucion de incidencias de produtos y otros materiales de apoyo.
- Permanecer alerta a los mensajes del sistema de notificacion de incidentes, informando al equipo de soporte cuando surjan incidentes.
- Evaluar los incidentes reportados con el fin de asignar el nivel de prioridad inicial mas adecuado.
- Escalamiento de incidentes para que puedan ser considerados de accion inmediata, basandose en el posible impacto o las condiciones del SLA.

· Mantener contacto con los clientes a través de soporte de producto a través del teléfono.
· Responder a las llamadas entrantes y de correo electrónico de los clientes empresariales.
· Administrar eficazmente todos los incidentes entrantes en un entorno de servicio al cliente
· Recopilar información de los clientes, solucionar problemas técnicos y de cuenta

- Effectively manage incoming calls.
- Identify and assess customers' needs to achieve satisfaction.
- Build sustainable relationships of trust through open and interactive communication.
Sector of activity - Automation business support for English, Spanish, Portuguese and Italian speaking
customers worldwide

- Support to the Customer Services area: back-order development and support to other departments in the
resolution of issues related to the Customer Service Area
Sector of activity -Shipping and Logistics customer service for

• General control of the movement, records for billing and collection
• Troubleshooting contingency
• Participation in discussions of the conclusion campaigns to encourage staff
• Creation and presentation of managerial and administrative report
• Check in and Check out
• Presentation of goals and results daily and monthly occupancy