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Agentify

Contratto di lavoro: Tempo pieno Sede di lavoro: Da remoto

Quality Control Manager of Processes

Location

Latin America (LATAM) + 1 moreAll locations: Latin America (LATAM) | Europe

Posted

23 days ago

Salary

$285 - $375 / year

Seniority

Lead

No structured requirement data.

Job Description

Quality Control Manager of Processes

Agentify

Role Description Actualmente buscamos para nuestro equipo un Gerente de Control de Calidad de Procesos en Español. Misión del puesto: - Garantizar un control de calidad de los procesos de entrevistas, formación y comunicaciones mediante la revisión minuciosa de vídeos, el registro de momentos clave y la elaboración de informes, con el fin de mantener los estándares de la empresa y contribuir a la mejora continua del trabajo de los empleados. Tus responsabilidades: - Monitoreo de Llamadas para Estándares y Violaciones: - Desarrollar y ejecutar un plan de monitoreo de llamadas. - Escuchar sistemáticamente las llamadas y tomar notas/comentarios en la cuenta personal (y en una tabla para fines de facturación). - Filtrar y monitorear llamadas con parámetros por debajo del estándar (por ejemplo, duración corta, baja tasa de aprobación). - Notificar al Gerente del Departamento de Calidad sobre violaciones sistémicas. - Monitoreo a Solicitud: - Escuchar llamadas específicas o partes de llamadas a solicitud. - Documentar los hallazgos en una hoja de cálculo de Google proporcionada por el gerente. - Control de Errores de Dirección de Entrega: - Crear una lista de llamadas que contengan errores de dirección de entrega. - Determinar la parte responsable del error (operador o validador). - Proporcionar retroalimentación/comentarios en la cuenta personal del operador o en Trello para el validador. - Comunicación Interfuncional y Desarrollo: - Crear una lista de operadores objetivo para la mejora del rendimiento. - Discutir el rendimiento del operador, proporcionar recomendaciones y desarrollar planes de mejora personalizados. - Elaborar planes de escucha alineados con los objetivos de desarrollo del operador. - Capacitación y Evaluación: - Determinar el cronograma y los participantes para la prueba de candidatos o empleados que hayan completado la capacitación. - Realizar una llamada de prueba como cliente para evaluar el desempeño del candidato/empleado. - Proporcionar los resultados de la evaluación al capacitador. - Revisión de Apelaciones: - Revisar las apelaciones contra multas presentadas al servicio de asistencia. - Decidir si confirmar o cancelar la multa. - Identificación de Mejores Prácticas: - Identificar las mejores prácticas a partir de las llamadas monitoreadas. - Transferir información y conocimientos relevantes al Analista del Departamento QI. Qualifications - Conocimiento del español idealmente nativo, como mínimo nivel B2 o superior (es importante el nivel conversacional). - Conocimientos de informática. - Conocimiento de las etapas y técnicas de venta: se valorará la experiencia en el ámbito de las ventas. - Conocimientos básicos de Google Workspace (Docs, Hojas de cálculo, Drive, Gmail, Meet). - Conocimiento de los fundamentos del proceso de formación. - Conocimiento de las etapas básicas de las entrevistas. Requirements - Que veas el sentido de lo que haces. - Que seas honesto contigo mismo y con tus compañeros. - Que no tengas miedo de salir de tu zona de confort cuando sea necesario. Benefits - Fijo de $375 USD. - Bono por idioma - B2: $190 USD | C1: $285 USD. - Bonos por performance y KPIs alcanzados. - Trabajo totalmente a distancia. - Días: 5 días a la semana (de lunes a viernes), sábados y domingos libres. - Horarios: inicialmente será necesario coordinar con el equipo de Europa, entonces será de 3 am a 6 pm de Argentina (GMT-3), una vez finalizado el periodo de prueba, podremos adaptarnos al país de residencia. - Vacaciones: 20 días laborables al año. - Formación continua a cargo de la empresa y desarrollo profesional. - Acompañamiento constante por parte del equipo. - Regalos, beneficios y bonos extras una vez cumplido el tiempo de prueba (3 meses). - Los pagos se hacen únicamente en USDT (cripto moneda atada al dolar). Company Description Agentify es un centro de contacto de externalización internacional que opera en el mercado desde 2013. En los últimos 10 años hemos crecido hasta alcanzar un nivel internacional, con oficinas en Colombia y Ucrania, y prestamos servicio a clientes de diversos sectores de Europa y América Latina. Nuestro equipo está formado por más de 250 especialistas que demuestran cada día que la profesionalidad, la transparencia y la orientación a los resultados traen consigo el éxito.

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