Job expirat
• Performing quality monitoring for voice and non-voice transactions, at least 2 x agent x week
• Prepare for and deliver regular coaching sessions focused on quality of calls and performance metrics
• Coaching agents on an individual level
• Calibration with Global Quality teams
• Reporting on levels of quality achieved, main areas of struggle and main areas of excellence
• Identify and communicate trends or areas of opportunity for the development of call center front line staff members
• Provides one-on-one and group training/ retraining as required
• CSAT reporting and analysis
• Mentoring program
• Development and implementation of quality assurance control points
• Aids in new hire training
• Ensures that maximum quality is being achieved at all times
• Assist the business by taking inbound calls as per service level requirements
• Regularly update own knowledge of new products and procedures.
Adecco Romania is looking for its client, a global Business Process Management leader, for a Quality Coach, for the new office in Constanta.
QUALITY COACH
Main purpouse of the job:
The selected candidate will be responsible for and will have a strong focus on providing ongoing coaching, training and developing the call center staff.
Candidate profile
• Fluent in English plus at least one of the following languages (German/French/Spanish or Italian)
• Proven superior customer service skills
• Problem solving skills
• Attention to detail
• Excellent communication skills
• Strong root cause analysis skills
• Focus on continuous improvement
• Minimum 2 years relevant experience in a Travel environment (Agency/Airline)
• Prior Contact Center experience
• Experience in the field of quality monitoring.
• Coaching experience
• Training experience and/ or teaching experience is a definite asset
• Proficiency with MS Word, MS Excel, PowerPoint and Outlook.
• The ability to be a team player
• An energetic and enthusiastic attitude
• attractive salary and performance bonuses;
All the candidates that fit the above requirements are kindly invited to apply online. We will contact only the suitable candidates for this position in maximum 2 weeks.
For more job openings please visit our website www.adecco.ro and register your CV in our database to be eligible for current or future job openings. All application are considered strictly confidential.
ADECCO RESURSE UMANE SRL
Romania, Bucuresti, sector 1, str. Dr. Iacob Felix Nr. 28, Etaj 4
Nr. ORCB J40/12364/2003, CUI RO15739037
Capital social subscris si varsat: 392.440 Lei
Nr. autorizatie Agent de Munca Temporara: 17/2005
Autorizatie seria nr. B/ 0000008/25.10.2005
Nr. Operator Date Personale: 15866
Tel: 00 40 21 300 35 46, Fax: 00 40 21 300 35 54
E-mail: office@adecco.ro, Web: www.adecco.ro
ADECCO ROMANIA SRL
Romania, Bucuresti, sector 1, str. Dr. Iacob Felix Nr. 28, Etaj 3
Nr. ORCB J40/4467/2000, CUI RO 13002186
Capital social subscris si varsat: 360.575 Lei
Nr. Operator Date Personale: 15862
Tel: 00 40 21 300 35 46, Fax: 00 40 21 300 35 54
E-mail: office@adecco.ro, Web: www.adecco.ro
BUCURESTI (HQ)- Doctor Iacob Felix Nr. 28, Sector 1, Tel.: 021/300 35 46; e-mail: recrutare@adecco.ro
ARAD - Mihai Eminescu nr. 45, Tel: 0257 / 281 147; E-mail: arad@adecco.ro
BRASOV - Str Petru Rares Nr 10; Tel.: 0040 - 372/70.57.95; e-mail: brasov@adecco.ro
CLUJ - Str. Vasile Lupu Nr 36 , Tel: 0264/ 406 234; e-mail: cluj@adecco.ro
IASI - Bld. Tutora Nr. 4, bl. B4 scara D, Tel: 0232 / 206 120; e-mail: iasi@adecco.ro
ORADEA - Str. Tudor Vladimirescu Nr 26; Tel.: 0040 - 727 735 160 e-mail: oradea@adecco.ro
PITESTI - Str. Fratii Golesti Nr. 57, etaj 2; Tel: 0248 / 612 303; e-mail: pitesti@adecco.ro
PLOIESTI - Str Mercurului Nr 1, Tel: 0244/ 519 320; e-mail: ploiesti@adecco.ro
SIBIU - Str. Vasile Milea Nr 11, Ap 57, Tel: 0269 / 206 450; e-mail: sibiu@adecco.ro
TIMISOARA - Str. Popa Sapca Nr. 12 tel: 0256/ 432 211; e-mail: timisoara@adecco.ro
