Contact Center Traffic and Scheduling Analyst, Sr. jobs in Santa Ana, CA

Descripción del empleo

Key Accountabilities:

• Development of measures for the continuous maintenance or optimization of the service quality (partly in cooperation with other departments and Roche)
  • Performs phone quality reviews; monitors inbound and/or outbound calls to analyze and evaluate customer service skills against established phone quality metrics, including but not limited, to call process measurements, accuracy of information provided, tone of employee, effective call management.
  • Development of standards for the quality monitoring of the processing of customer concerns as well as support of the respective team manager and Roche in the performance tracking in accordance with the local regulations.
  • Preparation of the findings from the call listening and preparation and implementation of qualified feedback for the agent (coaching) as well as communicating the findings to the respective superiors in accordance with local regulations.

• Active contact person for interfaces with regard to service quality, as well as participation in projects and initiatives
  • Proactive follow-up to ensure that all relevant information (e.g. product launches, quality & safety board notifications) is delivered in good time by the responsible persons, as well as active communication to the entire organization.
  • Coordination with the department heads, team managers, Roche and service business partners on service quality and product launch topics for the purpose of derivation for the department and advice on implementation.
  • Ensuring that all defined corrective measures are carried out.

Requisitos

Key skills and experience:

• Experience in quality assurance, auditor or in training area, preferably in a contact center
• Language skills:
  • A fluent command of English and Spanish
• Excellent listening and communication skills
• Excellent IT navigation skills – Fast learner in new technologies
• Multi-tasking, agile skills and flexible to adapt to changes