Guatemala City

Quality auditor
Description:
Company overview: c3 is a customer communications conduit for corporations who view customer care as a strong component of their growth and brand development strategies. C3 builds solid partnerships with its clients based on mutually determined business objectives. Our service offering includes contact center services, web services, data analysis, back office solutions and consulting services. Although c3 is a global organization, the company prides itself on delivering boutique level client service aboard a foundation of operationally and technologically sound practices on par with any of the other leading providers in the industry. Consistency across our centers, regardless of geography, is at the core of our operating philosophy.

Position purpose: the qa auditor is responsible for ensuring that all calls adhere to the quality guidelines as set forth by the client and by c3. The qa auditor achieves this objective by constantly monitoring the associates’ transactions, scoring these monitors, and providing active personal coaching and feedback to the associates.
Job responsibilities:
1. Monitor/audit each assigned associate in accordance with c3 and client requirements.
2. Provide personal and proactive feedback to associates both in one on one sessions.
3. Track progress of individual associates; recommend performance action plans for associates who are not meeting established standards.
4. Work with supervisors and management to ensure that all associates are meeting quality standards.
5. Provide training as needed to both new hires and experienced associates.
6. Attend and contribute to both internal and client monitoring sessions.
7. Carry out reward and recognition programs as outlined by c3 and the client.
8. Remain knowledgeable on project information by keeping training manual and memos updated, and taking calls on assigned engagement(s).
9. Track trends and make recommendations for refresher and/or up- training to the trainer(s).
10. Any other duties and responsibilities assigned by management of the company.

Qualifications:
1. At least 1 year customer service and/or sales experience, preferably in a call center environment.
2. High school diploma or equivalent required. Some college preferred.
3. Proficiency in microsoft office applications, especially ms word and excel
4. Excellent oral and written communication skills
5. Detailed-oriented
6. Analytical skills
7. Exceptional motivational and interpersonal skills;
8. Able to work independently.
9. Flexible schedule