The Quality Analysts are responsible for providing one-on-one feedback to advisors. This position is also responsible for interfacing with peers and team managers on best practice and advisor evaluations. Participates in Client and Management meetings and conference calls.
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 practice and advisor evaluations. Participates in Client and Management meetings and conference calls.
• 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.
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 approximately 30 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 more than 33,000 employees together with industry-leading technology, including the AI-powered ibex Wave iX solutions suite, to manage nearly 170 million critical customer interactions annually on behalf of our clients, driving a truly differentiated customer experience. To learn more, visit our website at ibex.co and connect with us on LinkedIn.
