ABOUT BTB: B2B WHOLESALE is a progressive, fast growing wholesale telecommunications company, servicing Retail Service Providers, handling their Billing, Provisioning, Customer Service and Debt Collection Services. Our company has been built from the ground up with state of the art systems and processes using the extensive experience of our people, who have a combined industry experience of over 70+ years in the telecommunications industry. Our aim is to be the leader in the wholesale aggregation market providing unique and complete Tier 1 product offerings, coupled with best of breed technology, systems and processes, enabling our partners to succeed in the marketplace. More information about B2B WHOLESALE can be found at our Website. www.b2bwholesale.com.au We are seeking an experienced customer service attendant to join our growing team for immediate start. Full Training is provided with the job. Huge opportunity for professional growth

Responsibilites

  • Build an informed and engaged frontline employee workforce to ensure we continuously meet the needs of the business and deliver a great customer experience through conducting quality evaluations of customer interactions to identify and address knowledge gaps

  • Conduct quality assurance evaluations for Contact Centre employees across phone, email and digital (click to chat) to improve the customer experience

  • Maintain the quality evaluation system

  • Be a point of reference for quality evaluations

  • Regularly review and maintain the frontline quality evaluation guidelines and associated tools

  • Contribute to the skills competency assessment process for tenured staff, and speed to competency for new employees

  • Support on boarding of new frontline employees by providing additional coaching and support

  • Help improve the technical competence of our frontline consultants through quality evaluations which identify both strengths and development opportunities

  • Meets the required number of audits

  • Provides accurate judgment on audits

  • Sends critical call notifications and tracks sanctions

  • Provides feedback to agents on their evaluations

  • Attends triad coaching sessions with Team Leaders

  • Attends administrative hearings and deliberations on critical calls

  • Reports agent and call trends to QA Supervisor

  • Attends and facilitates calibration sessions

  • Sends calibration minutes and variance report

  • Updates the QA guidelines

  • Sends the daily EOD report

  • May be asked to take in calls as business requires

Qualifications

  • Proficient in MS Applications such as PowerPoint, Word, Excel, etc.

  • Fast learner, can follow instructions

  • Familiar with basic email and IM etiquette

  • Can communicate effectively, both verbal and written

  • Has good coaching skills

  • Has good interpersonal skills

  • Has good listening skills and comprehension

  • Can work effectively and efficiently

  • Can work in shifting schedules

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