Quality Analyst for Customer Service Team

Company Description

• Bosch Service Solutions is a leading global supplier of Business Process Outsourcing for complex business processes and services. Using the latest technology and the Internet of Things, the Bosch division develops integrated and innovative service solutions in the areas of Mobility, Monitoring, and Customer Experience. Around 9,000 associates at 27 locations support national and international customers in more than 35 languages, primarily from the automotive, travel and transportation, and logistics sectors as well as information and communication technology. _

Job Description : Position summary

Fundamental Components

• 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, and demonstrated professionalism.
• Documents quality issues and performance measures for management review; analyzes results, and recurring trends; provides feedback to management concerning these findings.
• Responsible for providing reports for program assigned.
• Together with Team Leader, provides feedback to customer service employees to offer positive reinforcement and drive continuous improvement.
• Demonstrates expert knowledge of all products and services and is accessible to resolve concerns or provide information as necessary.
• Partners with management to assess training needs within the team; serves as a resource, mentor, and coach. Identifies and shares best practices.
• Together with Team Leader, continuously seeks avenues for developing the customer service employees’ expertise to support company goals and objectives.
• Demonstrates, advocates, and reinforces a positive team environment, professionalism, and the need to present a positive image of the company when interacting with customers.
• Responsible for answering calls to support assigned Program.
• Performs other related duties as required.

Qualifications : LANGUAGE Fluency in English and Portuguese, both written and verbal EDUCATION Minimum HS Diploma, prefer Associates Degree or partial or complete Bachelors degree FUNCTIONAL EXPERIENCES Customer Service/Call Center monitoring & analysis - Inbound calls - call center / 3-5 years Customer Service/Call Quality Audit - Inbound call monitoring / 3-5 Years TECHNOLOGY EXPERIENCES Desktop Tools/Microsoft Excel / 4-6 Years/End User Desktop Tools/Microsoft Outlook / 1-3 Years/End User Desktop Tools/Microsoft PowerPoint /1 -3 Years/End User

Additional Information