Специалист по контролю качества колл-центра — работа в Финляндии
Call centre quality auditors listen to calls from the call centre operators, recorded or live, in order to assess compliance with protocols and quality parameters. They grade the employees and provide feedback on the issues that require improvement. They interpret and spread quality parameters received by the management.
Специалист по контролю качества колл-центра - Какие навыки обязательны?
Handle customer expectations in a professional manner, anticipating and addressing their needs and desires. Provide flexible customer service to ensure customer satisfaction and loyalty.
Ensure objective assessment of calls with customers; see that all company procedures are adhered to.
Educate and train a staff of call centre agents, supervisors and managers in the Quality Assurance (QA) process.
Principles and techniques of soliciting potential customers over the phone to perform direct marketing of products or services.
Analyse call quality and performance trends; provide recommendations for future improvement.
Provide feedback to employees on their professional and social behaviour in the work environment; discuss results of their work.
Evaluate the capabilities of employees by creating criteria and systematic testing methods for measuring expertise of individuals within an organisation.
Evaluate customer's comments in order to find out whether customers feel satisfied or dissatisfied with the product or service.
The national and international requirements, specifications and guidelines to ensure that products, services and processes are of good quality and fit for purpose.
The mechanisms and regulations which allow for selective access control and guarantee that only authorised parties (people, processes, systems and devices) have access to data, the way to comply with confidential information and the risks of non-compliance.
Recording systems and monitoring procedures used in keeping track of call quality and methods for improvement.
Provide founded feedback through both criticism and praise in a respectful, clear, and consistent manner. Highlight achievements as well as mistakes and set up methods of formative assessment to evaluate work.
Calculate the total quality of a call including the ability to reproduce a user's voice, and the system's ability to limit impairment during conversation.
Write the results and conclusions of the inspection in a clear and intelligible way. Log the inspection's processes such as contact, outcome, and steps taken.
Display results, statistics and conclusions to an audience in a transparent and straightforward way.
Establish high quality standards and instructions for calls.
Perform checks to ensure that call data have been entered correctly; report call errors to authorised personnel.
Специалист по контролю качества колл-центра - Какие навыки полезны, но не обязательны?
Principles governing business management methods such as strategy planning, methods of efficient production, people and resources coordination.
Techniques and sales methods used in order to present a product or service to customers in a persuasive manner and to meet their expectations and needs.
Describe, detail, and compare possible alternatives that clients could take about products and services to persuade them to take a decision that benefits both the company and the client.
Processes and principles related to the customer, client, service user and to personal services; these may include procedures to evaluate customer's or service user's satisfaction.
Listen, understand and type content from audio sources into written format. Keep the overall idea and understanding of the message together with relevant details. Type and listen to audios simultaneously.
The supply of goods, sale of goods and the related financial aspects. The supply of goods entails the selection of goods, import and transfer. The financial aspect includes the processing of purchasing and sales invoices, payments etc. The sale of goods implies the proper presentation and positioning of the goods in the shop in terms of acessibility, promotion, light exposure.
Take various factors into account to calculate the cost and potential revenues or savings gained from a product in order to evaluate the profit that could be generated by the new acquisition or by a new project.
Understand project management and the activities which comprise this area. Know the variables implied in project management such as time, resources, requirements, deadlines, and responding to unexpected events.
The study of statistical theory, methods and practices such as collection, organisation, analysis, interpretation and presentation of data. It deals with all aspects of data including the planning of data collection in terms of the design of surveys and experiments in order to forecast and plan work-related activities.
The technique of placing calls from one point to another in the fastest possible way to avoid tolls and congestion.
The techniques of recording and summarising business and financial transactions and analysing, verifying, and reporting the results.
Analyse information and details of processes and products in order to advise on possible efficiency improvements that could be implemented and would signify a better use of resources.
Read, analyse, and provide feedback on the accuracy and adequacy of questionnaires and their assessment fashion taking into account its purpose.
Advocate the introduction of new business processes to help achieve quality standards, such as the improvement of the organisational structure or the development of new procedures in case of quality defects.
Advise organisations on their internal culture and work environment as experienced by employees, and the factors which may influence the behaviour of employees.
Evaluate and identify staffing gaps in quantity, skills, performance revenue and surpluses.
The wide range of telecommunications hardware and software such as automated phone systems and communication devices.
Lead and guide employees through a process in which they are taught the necessary skills for the perspective job. Organise activities aimed at introducing the work and systems or improving the performance of individuals and groups in organisational settings.
The principles concerning customer behaviour and target markets with the aim of promotion and sales of a product or a service.
Select augmentative or alternative communication methods for patients, such as automated devices and sign language, and instruct patients how to use them. Teach patients with little or no capability for speech how to make sounds, improve their voices, or increase their language skills, enabling them to communicate more effectively.
Study the objectives of the research and imprint those aims into the design and development of questionnaires.
The set of commonly shared principles in regards with communication such as active listening, establish rapport, adjusting the register, and respecting the intervention of others.
Другие профессии
- Руководитель колл-центра
- Руководитель службы обслуживания
- Аналитик колл-центра
- Супервайзер колл-центра
- Супервайзер контакт-центра
- Финансовый менеджер
- Менеджер по маркетингу
- Руководитель по разработке политики
- Оператор онлайн-чата
- Руководитель социальной службы
- Управляющий салоном красоты
- Управляющий спа-салоном