BPO Customer Care Associate

Responsibilities: * Remote monitoring of calls and work items processed/handled and capturing quality scores. * Managing work volume to ensure that sample size committed achieved weekly/monthly. * Ensuring that sampled work is truly a “random and representative sample” according to established business rules and governance guidelines. * Providing detailed, relevant written commentary on Quality Assessment Evaluation forms that is consistent with the quality matrix and support team leaders and supervisors in providing balanced feedback/coaching to their employees. * Prepare reports on overall quality results using established reporting utilities. * Ensuring all required rules and processing standards are followed in accordance with client specifications. * Ensuring that quality programs are updated to reflect current processing standards. * Ensure that monitoring tracking is updated daily and within agreed on service levels. * Participate in the preparation data for calibration meetings. * Actively participate in calibration meetings with internal and external partners * Assists in other assigned duties relating to the quality assessment process as required. * Assist in making improvement assessments on the overall quality monitoring methodology. Requirements: * Fluent in the English language, French a requirement. * Ability to handle multiple, repetitive tasks and prioritize effectively. * Detail orientated. * Team player who is self-motivated with a passion for continuous improvement and who has an ability to portray a positive attitude. * Excellent written and verbal communication and interpersonal skills with the ability to communicate effectively, both formally and informally, with all levels within the organization. * Excellent time management skills * Minimum 3–5 years’ experience in a data processing and/or call centre environment. * Customer service/contact centre experience is an asset. * Strong understanding of department workflows and efficiencies in a fast-paced service/production environment. * Strong organizational and planning skills with the ability to multi-task * Think “outside-the-box” creative, and solutions-oriented individual. * Ability to apply good decision-making and judgement skills regarding application of scorecard elements. * Strong computer skills able to utilize a variety of Windows-based software programs such as MS Word, and Excel.