Job Description
Recruiter: Alma Martinez
This position reports to: Salvador Huerta
The Specialist, Quality & Customer Experience is a passionate, energetic, and adaptable individual whose focus is keeping service excellence based on Key Quality & Customer Experience Metrics. This role is responsible for managing the PCS (VOM) on all Distributors, Preferred Members, or Customers calls and reporting on findings. Developing, implementing, and managing internal quality control on all calls, regardless of Distributors, Preferred Members, or Customers. Also responsible for training agents on the VOM and quality control findings.
Must have advanced omnichannel operational and processes knowledge executed by the GBS Contact Center, with which, through the processing of Quality & Customer Experience information, can generate conclusions that allow us to clearly measure the experience of our Distributors, Preferred Members, or Customers, in all...