Quality Admin is responsible for evaluating a random sampling of technical support calls, as well as other customer contact methods.
ResponsibilitiesQuality Admin is responsible for evaluating a random sampling of technical support calls, as well as other customer contact methods. Compliance to prescribed client project standards include but are not limited to: adherence to standards, accuracy, customer experience, and contact handling efficiency. The Quality Coach is responsible for providing one-on-one feedback to advisors. This position is also responsible for interfacing with peers and team managers on best practices and advisor evaluations. Participates in Client and Management meetings and conference calls.
Qualifications• High School Diploma or GED• Preference of dual skill in both mobile tech and tech.• Exceptional performance history in the area of Quality Performance• Coaching experience preferred• Previous quality assessment experience preferred• Knowledge of adult learning techniques, preferred• Understanding of Inbound/Outbound operations desired• Familiarity with fundamental feedback and coaching skills is desired• Prior knowledge of Program Strategy is strongly desired• Written warnings within the last 6 months may be reviewed on a case by case basis.• Drug Screening and Background check required.
Skills Required
- High school diploma or GED
- Exceptional performance history in quality performance
- Drug screening
- Background check
- Dual skill in mobile technology and technology support
- Coaching experience
- Previous quality assessment experience
- Knowledge of adult learning techniques
- Understanding of inbound and outbound operations
- Familiarity with feedback and coaching skills
- Prior knowledge of program strategy
What We Do
ibex delivers innovative business process outsourcing (BPO), smart digital marketing, online acquisition technology, and end-to-end customer engagement solutions to help companies acquire, engage, and retain valuable customers. Today, ibex operates a global CX delivery center model consisting of 34 operations facilities around the world, while deploying next-generation technology to drive superior customer experiences for many of the world’s leading companies across retail, e-commerce, healthcare, fintech, utilities and logistics. ibex leverages its diverse global team of over 35,000 employees together with industry-leading technology, including its Wave X platform, to manage nearly 200 million critical customer interactions, adding over $2.2B in lifetime customer revenue each year and driving a truly differentiated customer experience. To learn more, visit our website at ibex.co and connect with us on LinkedIn and Facebook.
