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FBS Quality Consultant - Contact Center

9 hours, 49 minutes ago
Mexico, Brazil
Full-time
Junior
QA Engineer
Quality Assurance and Testing
Apply Now
Capgemini

Capgemini

Capgemini is a global leader in consulting, technology services, and digital transformation, empowering businesses with innovative solutions and expertise to thrive in a rapidly evolving market.

Internet Software & Services
100K+
Founded 1967
$93M raised
View All Jobs 37

Description

  • Evaluate the quality of service, regulatory compliance, and adherence to established procedures for customer contacts and case handling.
  • Assess the impact of errors on the customer journey and subsequent handling of individual cases.
  • Lead and execute audits on a rotational basis across specific and/or multiple locations.
  • Analyze audit results, prepare audit summary reports, and present findings to business partners and leaders.
  • Identify trends, benchmark gaps, and priority action items to improve customer experience and business outcomes.
  • Partner with leadership to define targeted audit needs, calibration sessions, and re-audits for sites or teams.
  • Provide consultation and recommendations to business leaders during meetings and performance reviews.
  • Offer technical assistance with auditing tools and related technology, and review audits completed by supervisors and other reviewers.
  • Complete secondary reviews of peer audits to ensure consistency and assist Compliance with targeted reviews.
  • Train new team members, mentor potential successors, and perform other assigned duties.

Requirements

  • High school diploma or equivalent required; bachelor’s degree preferred.
  • 1-3 years of experience working in claims or a contact center.
  • Prior quality assurance and call center experience.
  • Fluent English.
  • Experience in a Performance Coach or similar role preferred.
  • Experience in a supervisory position or team lead role preferred.

Benefits

  • Competitive salary and performance-based bonuses.
  • Comprehensive benefits package, including grocery vouchers, savings funds, SGMM, and related offerings.
  • Private health insurance.
  • Pension plan.
  • Paid time off.
  • Training and development opportunities.
  • Career development opportunities within a globally renowned and inclusive work culture.

Interested in this position?

Apply directly on the company website

Apply Now

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