Remote Work: No
Overview:
At Zebra, we are a community of innovators who come together to create new ways of working to make everyday life better. United by curiosity and care, we develop dynamic solutions that anticipate our customer's and partner's needs and solve their challenges.
Being a part of Zebra Nation means being seen, heard, valued, and respected. Drawing from our diverse perspectives, we collaborate to deliver on our purpose. Here you are a part of a team pushing boundaries to redefine the work of tomorrow for organizations, their employees, and those they serve.
You have opportunities to learn and lead at a forward-thinking company, defining your path to a fulfilling career while channeling your skills toward causes that you care about – locally and globally. We've only begun reimaging the future – for our people, our customers, and the world.
Let's create tomorrow together.
Sets the quality standards and measures performance for incoming and outgoing calls/emails of Support Center agents.
Responsibilities:
Manages quality monitoring data management system to compile and track performance at team and individual levels
Performs call monitoring to identify agent training needs
Analyzes and prepares internal quality reports for management staff review
Analyzes and provides actionable data to various internal support groups as needed
Participates in design of call monitoring formats and quality standards
Facilitates call calibration sessions for call center staff
Provides improvement strategies and recommendations to call center team leaders and managers
Works collaboratively with stakeholder to support quality product governance activities
Qualifications:
Preferred Education: Bachelor's degree
Preferred Work Experience (years): 1-2 years of experience
Key Skills and Competencies:
Excellent oral, written and interpersonal communication skills; exceptional listening and analytical skills; intermediate level of knowledge or expertise with PC hardware and software (Microsoft Word, PowerPoint and Excel);
Intermediate to advance level of knowledge with internet technology;
Strong knowledge of customer care processes and techniques; demonstrate ability to
Work well in a team environment;
Dedication to providing exceptional customer service
To protect candidates from falling victim to online fraudulent activity involving fake job postings and employment offers, please be aware our recruiters will always connect with you ****** accounts. Applications are only accepted through our applicant tracking system and only accept personal identifying information through that system. Our Talent Acquisition team will not ask for you to provide personal identifying information via e-mail or outside of the system. If you are a victim of identity theft contact your local police department.
