Associate, Retail Channels (Call Center Quality)

The Associate, Retail Channels (Quality) Measures the contact center performance and identifies opportunities for improvement, both individually and holistically, across all customer interactions. The team audits high risk transactions for compliance, risk, customer expectations and experience, accuracy and completeness. Position will be working hybrid based in San Juan, PR.

MAJOR DUTIES & RESPONSIBILITIES

Determines Contact Center quality standards by monitoring inbound and outbound calls, documenting results, and evaluating performance against established Quality Assurance (QA) standards and guidelines.

Verifies Contact Center performance by assessing adherence to scripts, product knowledge, customer service and collections skills, greeting protocols, diction, active listening, etiquette, objection handling, efficiency, and call closing techniques.

Provides feedback to Contact Center management by monitoring calls, reviewing customer feedback, and cond...