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We are seeking a dedicated and customer-focused "Customer Care Specialist"to join our team. The ideal candidate will be responsible proficiency in quality monitoring tools and software used for call assessments, call recording, and calibration sessions.

Key Responsibilities:

1. Perform regular call center operations to maintain consistency in call quality and assess agent’s adherence and quality to service standards of M-Tag Operations Center.
2. Training programs for existing call center agents focused on communication skills, M-Tag procedures, and call handling.
3. Analyze call performance metrics and prepare reports to identify trends, gaps, and improvement opportunities.
4. Create and update training materials, including guides, presentations, and assessment tests, to ensure Smooth M-Tag Operations.
5. Provide coaching for agents on key performance areas, such as communication skills, Adherence, AHT, and customer satisfaction rating.
6. Ability to analyze data and produce quality assurance reports, identifying trends, and improvement areas.
7. Familiarity with customer service benchmarks, including quality frameworks and compliance requirement.
8. Expert in latest quality assurance practices and participate in training sessions to ensure ongoing adherence to best practices.

Technical Skills:

• Strong proficiency in quality monitoring tools and call center software used for assessments and recording. Familiarity with data analysis techniques and performance metrics.

Key Competencies:

• Strong organizational skills with the ability to manage multiple priorities effectively.
• Exceptional attention to detail and ability to identify performance trends.
• Excellent communication and interpersonal skills, with the ability to provide constructive feedback and coaching.
• In-depth understanding of customer service benchmarks and quality assurance frameworks.

Skills:

Fluent in Engslih, Sales Data Interpretation, Customer Analysis, Customer Interaction Management, Customer Care Representation,