Delivery Key responsibilities :Perform transactional quality audits on Customer Service interactions (all calls including payroll, cases and emails) to ensure the highest standards are achieved by following the QCM Methodology and meeting productivity targetsResponsible for reporting all behavior that does not conform to the quality standards set by the company and the account management following the standard QCM Methodology and GovernanceBe up-to-date with the transactional and payroll monitoring guidelines and operational processes to effectively rate transactions with near zero errors in ratingReport individual and team performance against the quality criteria including patterns, trends, defect drivers, etc.based on agreed frequency and formatProvide ad-hoc quality reports as and when instructed from the Quality LeadProvide detailed coaching points for all audited transactions using the standard templatePerform coaching and delivery feedback to agents on completed evaluationsTrack and report the coaching compliance of completed evaluationsConduct weekly meeting with Operations to explain team findings and address queriesTrack action items against different owners from weekly QCM meeting. Follow-up and escalate on pending action items as appropriateResolve disputes through the Lead effectively and in a timely mannerSupport the Delivery Support Management Team to ensure that training requirements and transformation requirements are understood, and that support is in place to address outcomes and improvements identified through the monitoring processFacilitate and / or participate in internal and external calibration sessions as applicableTrack action items from the calibration sessions and follow-up / escalate to closureResponsible for reverse validation :analyze SAP reports, validate accuracy of SAP transactions, resolution of errors etc.Build effective working relationships with support teams and use support team data and analysis to suggest improvements to QCM resultsFollow framework standards across the regionsContribute to performance results, as well as supporting business and communication plansSupport the overall Quality service performance in terms of quality and accuracySupport the monthly Leadership reporting and ensure it meets the business needsSupport key stakeholders to ensure that there is collaborative approach to achieve the required business outcomes- Promote strong morale and collaboration within the teamWe offer you a competitive total rewards package, continuing education & training, and tremendous potential with a growing worldwide organization.Hace 25 díasEscribe tu dirección de correo electrónico, te permitirá de estar al tanto de los últimos empleos por: global quality specialist - dutch speaker (z-185) Escribe tu dirección de correo electrónico, te permitirá de estar al tanto de los últimos empleos por: global quality specialist - dutch speaker (z-185)#J-18808-Ljbffr
