Develop and maintain quality objectives and measures for the effectiveness of sales and service in line with best practicesSetup management-approved key metrics and monitor performance on each metricEnsure continuous improvements on the evaluation metricsCompile and present reports on performance metrics to management, highlighting areas of success and areas needing improvementReport on performance on key metrics to management satisfactionManage the system configuration for monitoring performance on defined metrics (scorecards, dashboards, and reports)Sales and customer support 30%Continuously measure the quality of voice calls, video calls, live chat, email, and text messagesInterpret QA scorecard results and advise on midcourse corrections and/ or improvementsListen to live or recorded calls to evaluate sales and customer service agents' performanceAssess calls based on predefined quality criteria, such as adherence to scripts, professionalism, accuracy, and customer satisfactionAssist with enhancing and encouraging a culture of excellent customer serviceEvaluate whether agents action inbound sales calls according to applicable procedure(s)Evaluate whether agents are equipped to assist customers with questions about hearing loss and hearing aid benefitsEvaluate whether agents articulate factual and accurate information, portraying the company and brand(s) in the best way possible, ultimately driving a higher conversion rate, alower return rate, and a high customer satisfaction and customer support ratingEvaluate whether agents provide comprehensive troubleshooting and solve problems for customers to get the products working over either voice or video call, live chat, email or messageEvaluate whether agents obtain and note quality information from the customers to allow for effective management of the relevant escalationEvaluate whether effective query escalation procedures are followed for resolving queries correctly and with discretion, resulting in efficient resolutionsEvaluate whether agents offer our customers the best care by making appropriate call transfers, where the knowledge or skills of other team members are requiredCustomer Experience 30%Assist with cultivating and maintaining a healthy and effective team cultureMonitor post-engagement customer satisfaction ratings while evaluating an engagementAnalyze customer feedback to identify areas for improvement and ensure customer satisfactionInterpret customer satisfaction during engagements and advise on midcourse corrections and/ or improvementsEvaluate whether customers have a positive view of Company and B2C brands (Lexie Hearing and Go Hearing)Evaluate whether problems are solved as effectively and efficiently as possibleEvaluate whether agents conduct business in a professional manner when communicating and interacting with customers to ensure customer satisfactionEvaluate whether agents reinforce information provided on a call with texts and/or emailsActively communicate with other staff members to ensure best-practice customer satisfactionConduct frequent mock calls with agentsIdentify retraining requirements based on the results of the evaluations of the quality of voice calls, video calls, live chat, email and text messagesAnalyze engagement data and performance metrics to identify trends, strengths, weaknesses, and areas for improvementContribute to establishing, improving and ensuring active management of teams KPI's with frequent and proactive feedbackEvaluate individual and team performance, performing audits on communication logs, emails, and call recordings to identify areas for improvementIdentify and notify management of possible process improvements to enhance overall efficiency and customer satisfactionIdentify retraining requirements based on quality objectivesProvide continuous input on improvement of the hearing hub procedures and processesProvide continuous input on improving the customer experience and serviceAssist with key metrics to stay relevant and are continuously improveLiaise with the Continuous Improvement Audiologist to maintain the list of FAQs based on queries logged by customers, and the corresponding responsesAlert top management to the needs and desires of our prospective and existing customersProvide customer feedback on product or training information to theQuality & Compliance 10%Ensure communication is ethical and in line with Company Policy and provide trainingMonitor and enforce the correct use of internal systemsMonitor and enforce HIPAA, PCI, and POPIA Privacy RequirementsMaintain customer records in accordance with procedures and HIPAAMaintain absolute customer confidentiality and protection of personal information in accordance with regulations and procedures and ensure the team does the sameKeep quality customer interaction evaluation logs complete and up to date, on any system, sheet, or form as required in accordance with the procedureEnsure that the records reflect accurate representations of the customer interactions, and ensure that escalations are recorded with the optimal amount of information for effectiveand efficient resolutionEnsure other required documents, reports, and email accounts are up-to-date and accurateEnsure proper knowledge is gained and kept on all regulatory, policy, and procedural requirementsPositively adhere to all regulatory, policy, and procedural requirementsEnsure that agents adhere to company policies and procedures, providing feedback and coaching when necessary
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