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Bosch Customer Service Performance Analyst
hace 1 semana
At Bosch Group, we are committed to providing exceptional customer service and ensuring the highest quality standards.
As a Quality Monitoring and Evaluation Expert, you will play a crucial role in achieving our goal by performing phone quality reviews and monitoring inbound and/or outbound calls.
Your responsibilities will include analyzing and evaluating customer service skills against established phone quality metrics, documenting quality issues and performance measures for management review, and reporting on program progress.
You will collaborate with Team Leaders to offer positive reinforcement and drive continuous improvement among customer service employees, while maintaining a positive team environment, professionalism, and presenting a positive image of the company.
In this role, you will have the opportunity to work with a talented team of professionals who share your passion for delivering exceptional customer service.
As a valued member of our team, you will contribute to the development and implementation of quality assurance initiatives that align with our company's vision and mission.
To succeed in this role, you must have excellent communication and interpersonal skills, as well as the ability to work effectively in a fast-paced environment.
Additionally, you should possess a strong understanding of quality assurance principles and methodologies, as well as the ability to analyze data and make informed decisions.
**Key Responsibilities:**
- Perform phone quality reviews and monitor inbound and/or outbound calls.
- Analyze and evaluate customer service skills against established phone quality metrics.
- Document quality issues and performance measures for management review.
- Provide reports for program assigned.
- Collaborate with Team Leaders to offer positive reinforcement and drive continuous improvement.
- Maintain a positive team environment, professionalism, and present a positive image of the company.
Requirements:
- Fluency in English and Portuguese.
- Minimum HS Diploma, prefer Associates Degree or partial or complete Bachelors degree.
- 3-5 years of experience in Customer Service/Call Center monitoring & analysis.
- 3-5 years of experience in Customer Service/Call Quality Audit.
What We Offer:
- A dynamic and supportive work environment.
- Opportunities for professional growth and development.
- A competitive salary and benefits package.
