Customer Service Training and Quality Assurance Expert
If you want to work for a fast-paced, international, and value-driven company, you’re looking in the right place. Top-quality experts located in the Visayas and Mindanao able to work-from-home and online with our existing teams can apply. Visp.net is a world-leading billing and automation support company.
Responsibilities:
- Participate in regular leadership and project meetings
- Analyzing the response quality of support calls, tickets, and chats
- Analyzing process adherence, knowledge, and skills gaps and formulate recommendations to close these gaps
- Quarterly performs training needs analysis to improve operations and create VPM (i.e. project plan) to close these training requirements
- Keep track of client support KPIs, SLAs, knowledge assessments, and compliance of the training, roadshows, tribal welcome for new hires, and foundation training
- Researching and integrating client support best practices
- Constantly training the team on new processes and process changes
- Recommending and executing client support quality assurance improvements
Requirements:
- Managerial experience in client support
- Knowledge of client support tools such as phone, email, ticket, and chat systems
- Ability to learn modern best practices quickly
- Ability to perform root cause analysis and brainstorming sessions
- Ability to develop training materials, quality tips, and knowledge checks
- Understands training and communication platforms
- Good English communication skills
- Ability to work as part of a team or individually on a project
- Ability to work well under pressure
How to apply?
If you qualify, please send your application, resume, and references to phcareers@visp.net