Call Coach & Quality Analyst - English

Job Description

Call Coach & Quality Analyst - English page is loadedCall Coach & Quality Analyst - EnglishlocationsAriana, Ariana, Tunisia time typeFull time posted onPosted Yesterday job requisition id1144768 Call Coach & Quality Analyst - EnglishThis role has been designated as ?Edge?, which means you will primarily work outside of an HPE office .Hewlett Packard Enterprise advances the way people live and work. We bring together the brightest minds to create breakthrough technology solutions, helping our customers make their mark on the world.Our new innovative IT services organization is HPE Pointnext. We have the expertise to advise, integrate, and accelerate our customers? outcomes from their digital transformationThe Quality Analyst is responsible for the quality review of inbound and/or outbound telephone and email inquiries of call center phone representatives to ensure accurate information is provided professionally, courteously and consistently. Also, audits phone conversations for compliance with corporate policies, procedures, and applicable regulatory guidelines. He/She applies basic foundation of a functions principles, theories and concepts to assignments of limited scope. He/She uses professional concepts and theoretical knowledge acquired through specialized training, education or previous experience, develops expertise and practical knowledge of applications within business environment. Acts as team member by providing information, analysis and recommendations in support of team efforts, exercises independent judgment within defined parameters, develops and implements Quality improvement strategies.Your profile? Bachelor degree or equivalent experience required? English Language Full proficiency? Excellent written and verbal communication skills in English? Self-motivation, as well as the ability to work in a team environment? Proven experience as call center supervisor? Experience monitoring IB/OB calls and providing feedback? Proven success in call center coaching/mentoring? Ability to proficiently use all MS Office products? Training development experience is a plus? Experience or understanding of data collection and analysis tools and software packages.? Good analytical, statistical and problem-solving skills.? Having Technical background is a plus.Essential Duties and ResponsibilitiesCalls Assessments? Conducts quality review of telephone representatives performance within functionally specific units to ensure quality service goals and standards are met and/or identify areas where improvement can be achieved.? Audits representatives inbound and outbound phone calls and/or correspondence, observing performance, techniques, and application of guidelines and procedures.? Verifies that representatives are providing up-to-date information, following current processes, and communicating effectively to callers.? Coordinates with department Team Leaders and Managers to ensure appropriate number of audits is performed for each phone representative and to ensure representatives availability during audit periods.? Evaluates and records the quality and performance during each call.? Summarizes findings and recommendations and forwards to supervisor to use in performance assessments and promotional decisions.? Provides feedback on uniform application of guidelines and procedures.? Provides critical data used to generate weekly or monthly reports on the performance of phone or email representatives.Calls Calibration? Weekly Calibration (Internal and external)? Track the actions and communicate to stakeholders and managementTraining and Coaching? New Hires? training? Mentors newly hired engineers to ensure a smooth transition from learning environment to daily production environment? Continuous soft skills training? Soft skills workshops? Provides coaching, advice and guidance based on audit findings, and delivers performance feedback to associates as outlined in business units policies and procedures.? Maintains a comprehensive working knowledge of polices, procedure, and benefits across all departments.? Customer Experience & Quality? Development of stronger communication skills to support improved Customer Experience in the area of NPS (Net Promoter Score)? Help the organization in meeting committed targets for Customer Satisfaction? Proactive monitoring & timely corrective action management in order to improve quality of support? Drive standardization & best practices utilizing the existing broader infrastructure/resources? Soft skills Scorecard actively managed and Audits conducted? Identifies adverse performance trends and patterns.? Participates in meetings and presentations or other designated special projects as assigned by department management.? Provides input and assists with the development of additional training or policy and procedure changes that may be required to enhance service productivity and quality.Manage and Lead The Whole Soft Skills Quality Plan? Responsible for developing, establishing & maintaining Quality processes basing on soft skills? Develops and leads the Process Improvement Initiatives to identify and resolve deficiencies? Responsible for carrying out Quality Audits & Health Checks to ensure adherence to the processes, report the findings and establishes Improvement plans.? Implementation of Quality improvement strategies, measurement, and training.? Applies developed subject matter knowledge to solve common and complex issues within established guidelines and recommends appropriate alternatives.Join us and make your mark!We offer:? A competitive salary and extensive social benefits? Diverse and dynamic work environment? Work-life balance and support for career developmentThen let?s stay connected!https://www.facebook.com/HPECareershttps://twitter.com/HPE_CareersHPE is an Equal Employment Opportunity/ Veterans/Disabled/LGBT and Affirmative Action employer. We are committed to diversity and building a team that represents a variety of backgrounds, perspectives, and skills. We do not discriminate and all decisions we make are made on the basis of qualifications, merit, and business need. Our goal is to be one global diverse team that is representative of our customers, in an inclusive environment where we can continue to innovate and grow together.#Tunisia#ArubaJob:ServicesJob Level:IntermediateHewlett Packard Enterprise is EEO F/M/Protected Veteran/ Individual with Disabilities.HPE will comply with all applicable laws related to employer use of arrest and conviction records, including laws requiring employers to consider for employment qualified applicants with criminal histories.if applicable to the role you applied to, you mustHewlett Packard EnterpriseTechnology innovation that fosters business transformation.We help customers use technology to slash the time it takes to turn ideas into value. In turn, they transform industries, markets and lives.Some of our customers run traditional IT environments. Most are transitioning to a secure, cloud-enabled, mobile-friendly infrastructure. Many rely on a combination of both. Wherever they are in that journey, we provide the technology and solutions to help them succeed.COVID PolicyThe health and safety of our team members, customers and partners is paramount at HPE. Accordingly, be fully vaccinated against COVID-19 by the employment start date where permitted by law. Exemptions based on medical, religious or other grounds will be processed and approved in accordance with local laws.Edge-to-Office ? our hybrid way of workingEdge-to-Office is HPEs hybrid work environment that focuses on flexibility and trust. Most team members work from the edge (primarily outside the office), and some

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