05-08-2014 | EXPIRA LA 04-09-2014
Job expirat
The quality dedicated Coordinator will be responsible for:
• Performing quality non-voice monits, at least 2 x agent x week
• Coaching agents on an individual level
• Coordinating focus groups to ensure consistency among language groups
• Calibration with Global Quality teams
• Reporting on levels of quality achieved, main areas of struggle and main areas of excellence
• Review and assessment of voice monits
• Escalation of incorrectly scored voice monits
• CSAT reporting and analysis
• Mentoring program
• Development and implementation of quality assurance control points
• Strong command of GDS (Amadeus, Worldspan)
• Knowledge of Navigator, Expert, Queue Manager, Admin Tools and escalation paths
• Strong knowledge of internal Air Fulfillment airline schedule change, exchange and refund procedures
• Fluent in English plus at least one of the following languages ( German/French or Italian)
• Attention to detail
• Excellent communication skills
• Ability to convey an abstract message into tangible actions
• Strong root cause analysis skills
• Focus on continuous improvement
WNS Global Services is a recognized leader in business process outsourcing (BPO). Our proposition is simple: We deliver value to our clients by bringing operational excellence and deep industry and functional knowledge to their critical business processes.
We serve several industries, including travel, insurance, financial services, healthcare, professional services, manufacturing, distribution and retail. We also provide essential corporate functions, such as finance and accounting, human resources (payroll and benefits administration), research and analytics.
Are you looking to be part of a global team, pro-actively working with customers, do you appreciate teamwork with people from different cultures, are you dedicated to operational excellence? Then please come and join our team!
