2 Offre(s) d'emploi TRANSCOM
Transcom Tunisie | 49 angle des rues 8600 & 8612 ZI Charguia I 2035 Tunis Carthage Tunisia
es conseillers Clients : Représentant d'un Service après Vente en ligne et Agence de voyage en ligne en ligne : REF : CSR-FRA18
Votre Mission :
Vous serez rattaché au Team Leader, vous prenez en charge la relation client à distance, garantissez la fiabilité des informations délivrées au consommateur final et assurez les objectifs quantitatifs et qualitatifs qui vous seront impartis en fonction de la qualité de service requise.
Notre Offre :
• Salaire fixe motivant • Importante rémunération variable liée aux résultats • Assurance groupe • Transport garanti • Tickets restaurant à partir de 1 an d’ancienneté
49 angle des rues 8600 & 8612 ZI Charguia I 2035 Tunis Carthage Tunisia
The Quality Analyst is responsible for the quality monitoring on the site aligned to the contractual commitments.
The primary objective of this role is to monitor quality trends and implement improvement plan on individual and team level and to participate in the calibration sessions. The QA is able to do or request coaching.
The overall target is ensuring that quality levels meet or exceed client-and company expectations and to ensure clarification and communication related to Quality.
Responsibilities and job duties
To ensure monitoring of transactions is aligned to client contractual agreements and that internal and external calibration sessions are conducted in accordance with campaign / client requirements.
To fully understand contractual KPIs ensuring full communication to Team Leaders.
To ensure the Team Leaders are familiar with process and tools to conduct monitoring sessions.
To ensure accurate records are maintained of all monitoring.
To use standard calculation and metrics for reporting, being proactive in analysing and reporting results, ensuring that reported results are correct and making corrections as appropriate; reviewing sample targets.
To lead, coach and motivate participants in the execution of monitoring in identifying opportunities for improvement.
To calibrate with Team Leaders and other persons involved in the Quality process, monitoring transactions and analysing Team Leaders transaction monitoring results.
To define and design action plans for quality improvement together with clients, Team Leaders, Business Managers and external Quality Measurement Vendors.
To ensure through follow-up that action plan objectives such as feedback quality. performance results, coaching, follow up and consequence have been met.
To understand and support clients and company needs and requirements for Quality Improvement.
Where applied to master the Quality processes (scoring sheet, volume, report etc.).
To ensure that Transcom Worldwide standard procedures are implemented and complied with at all times.
To support the development of each team and ultimately each agent.
To be accountable for quality results from the CSR upwards, if requested.
To create / make questions for Quality Survey (i.e. on knowledge database).
To detect how the knowledge database are customer friendly and ease to use.