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April

Quality Practitioner

International SOS - Macquarie Park, NSW

Customer Service & Call Centre
Source: uWorkin

JOB DESCRIPTION

  • Permanent Full time position
  • Work with passionate and talented team
  • Career progression framework and well supported training
We now have an exciting opportunity for enthusiastic individuals with a strong customer focus & attention to details to join our Quality Assurance team in a fast-moving working environment.

The Company:

International SOS is the world’s leading medical and travel Security Risk Services Company. With 11,000 employees, we care for clients across the globe, from more than 1,000 locations, in 90 countries. Protecting our members and saving lives, we make a difference every single day. Our modern, vibrant and friendly environment offers you an opportunity to develop a meaningful career on a global scale.

The Role

This role will support the team in achieving outstanding levels of customer satisfaction by advising on appropriate quality tools and techniques, monitoring delivery process performance and identifying areas for correction and improvement.
  • Performs daily quality audits of the Assistance Centre operations including monitoring of inbound and/or outbound telephone calls and other correspondence.
  • Provides accurate and timely call quality monitoring reports on quality issues and performance measures of Assistance Centre operations
  • Provides feedback to managers regarding areas for improvement and recommends educational opportunities for individual team member.
  • Performs case quality management audit and develop action plans for individual team members and the Assistance Centre.
  • Liaise with internal Managers to ensure team members training plans are developed and delivered appropriately.
  • Manage customer and client satisfaction through Customer Feedback System including logging, monitoring and managing the service recovery.
Your Skills/Experience
  • Minimum of 2 years’ experience within a customer centric service/contact centre led environment. You possess strong understanding of business processes and professional approach.
  • Previous coaching/training experience preferred, but not essential
  • Exceptional listening skills and strong attention to detail
  • A sound knowledge of MS Office
  • Excellent written and verbal communication skills
  • A highly motivated nature with the ability to work autonomously
  • Ability to accurately multi-task during call evaluations and assessments
  • Knowledge of NPS methodology advantageous
Our commitment to Diversity & Inclusion:

Our company brings together remarkable people and enables them to be themselves. At International SOS, we offer a great working environment, thanks to our commitment to flexible working, diversity and development.

We celebrate diversity on a global scale. We encourage every colleague to bring their personal best by creating an atmosphere of inclusion and equal support. Our success is the result of diverse ideas, skills and cross-cultural understanding.

To be considered for this position, please click Apply.

International SOS

Macquarie Park, NSW

Customer Service & Call Centre




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