CONTROLEUR QUALITE SENIOR GESTION DE LA RELATION CLIENTS
Core
Auditing and improving the quality of back-office team interactions and speech with final customers via daily call audits, feedback sessions, and training deployment.
Role type
Senior Quality Control Manager (Customer Relationship Management)
Builds
Quality assurance processes and training materials for customer service teams
Domain
Customer service operations / Call center management
Deliverable
dashboards & analysis
Required skills
Call center quality auditing, training delivery, data analysis, report generation, corrective action planning, stakeholder calibration
Preferred skills
Stress management, emotional intelligence, team leadership, process improvement
Technologies
Call center software, reporting tools
Responsibilities
Daily audit of consultant calls and documents using a scoring grid, conduct formal debriefs and feedback sessions, define and deploy training materials, produce weekly and monthly quality reports, update scoring grids and metrics, escalate quality deviations, identify future training needs
Seniority
Senior, hands-on IC