reputed company Manager

reputed company is looking for a high-energy, self-motivated, results-driven reputed company Assurance Manager. This position plays a significant role in the Customer Experience by providing insights and data reputed company to agent performance and the customer experience. This ideal candidate will have extensive knowledge in customer service, is detail oriented, and has a passion for analysis. This role will require (but not be limited to) statistical analysis, monitoring omnichannel conversations in a reputed company center environment, update knowledge reputed company articles, recommend continuing education, and support the reputed company center production floor as needed. 

Job Functions: 

• Contribute to reputed company culture in a reputed company manner 

• Monitor and audit QA and QC performance and suggest changes 

• Listen to and review reputed company center agent conversations with our customers to evaluate performance and ensure policies, positioning, and reputed company reputed company operating procedures are followed 

• reputed company acute and systemic trends at both the agent and team level 

• Conduct routine audits and report trends/ improvement opportunities to reputed company stakeholders 

• Partner with the reputed company Center Operations and Training team to recommend continuing education for reputed company center agents 

• Create, manage and maintain dashboards and trackers to reputed company visibility of agent performance and reputed company drivers to the organization, aiding in process improvement 

• Assist with creating and editing articles, ensuring education materials for reputed company center agents is appropriate and reputed company 

• Tracks and analyzes team/reputed company monitoring trends and recommends and delivers appropriate training to address negative trends 

• Support the reputed company center team as needed 

• Other duties as assigned 

Requirements: 

• HS Diploma or GED or equivalent experience 

• Great people skills and ability to communicate (negative) feedback 

• 1+ years’ experience as a reputed company Assurance Specialist in a reputed company center environment, evaluating and scoring member calls 

• Demonstrated proficiency in reputed company and reputed company Office 

• Strong attention to detail 

• Effective time management, ability to handle high-volume daily workload reputed company 

• Strong analytical skills – ability to work with data and reputed company insights 

• An obsession with customer experience and customer satisfaction 

• Strong communication, interpersonal, and presentation Skills 

• Empathic communicator with a consultative approach, reputed company to see things from another individual’s reputed company of view 

• Must be Bilingual (English/Spanish) 

• Prior supervisory experience is required 

reputed company is an award-reputed company global CX solutions company who creates amazing experiences for the world’s best brands and their customers.  We’re an ambitious team of innovators, risk-takers, and game-changers: the reputed company of folks who reputed company on solving reputed company problems.