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Major Responsibilities
- Oversees a team of Quality Analysts who perform audits, assess performance scorecards, and provide agents feedback
- Participates in design of call monitoring formats and quality standards
- Take proactive steps to improve effectiveness, compliance to policy, and increase the level of service.
- Collaborate with other teams to identify trends, streamline processes, and generate solutions to minimize quality assurance concerns and improve service.
- Monitor the effectiveness of QA metrics as measures of performance, such as quality, satisfaction. Create clearly defined, and mutually agreeable success measures for ongoing QA programs.
- Coordinates and facilitates call calibration sessions
- Assist with agent training and development
- Other duties as assigned

Technical Requirements
- Proficient in SAP - Order Management Activities
- Proficient in Salesforce
- Proficient in Zendesk
- Proficient in Five9
- Proficient in Microsoft Office; Excel, PowerPoint, Word, etc.
- Interpreting KPI’s
- Proficient with call monitoring technologies




- Knowledge of customer care processes and techniques

Behavioral & Leadership Skills
- Ability to coach and teach peers
- Maintain and expand knowledge of company products, services, and promotions
- Strong Business Acumen
- Strong Time Managements Skills and delegation of work
- Ability to prioritize workload with a sense of urgency
- Strong attention to detail
- Strong communication skills
- Patience’s and a positive attitude
- Willingness to learn and take initiative
- Exercise good judgment
- Critical Thinker, analytical, and data savvy
- Goal and team orientated
- High knowledge of company products, service, and promotions
- Ability to recognize and adapt to change
- Strong multitasking capabilities with the ability to prioritize high volume calls while maintaining professionalism and courtesy customer interactions
- We Don’t Just Build The World, We Build Innovative Technology Too._

Joining the Stanley Bla

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📌 Quality Assurance Supervisor (Medellín)
🏢 Stanley Black & Decker
📍 Medellín