At Henkel, you can be a game changer and craft your career. Unleash your entrepreneurial spirit by bringing your ideas to life within a global team. Our leading brands and technologies, along with our high-performing businesses will provide you with countless opportunities to develop your skills and explore new paths. Your career at Henkel will contribute to a more sustainable future, while you grow within our vibrant, diverse culture of trust and belonging. If you're up for challenging the status quo, join our team of pioneers and make your mark on the future with us.
Do you dare to make an impact?
YOUR ROLEPartner with Quality Assurance (QA)/Training Expert and Team Leads to ensure agents meet Key Performance Indicators (KPIs)Develop action plans to drive improvement (provide baseline statistics and reporting showing the effectiveness of action plan); Monitor and evaluate QA agent performance for consistency in adherence to company guidelines and provide direct feedback to agents regarding strengths and weaknessesAssist with the staffing, scheduling, and daily tasks; Deliver reporting of QA scores and trendsProvide program and agent performance reporting, including statistical analysis and reporting; Maintain proper documentation of call performance and associated corrective measures as applicableCoordinate issue resolution for all levels of escalated issuesMake recommendations to management regarding the development of policies and procedures; identify and implement processing efficiencies; identify trends and continuing education opportunitiesLead calibration sessions and breakout training sessions as needed; Support new hire and on-going QA training initiatives as needed; Perform other duties as assignedYOUR SKILLSGraduate of Bachelor's degree in Business Administration/Management, Communications, or equivalent courses With a minimum of three (3) years of work experience in Quality Assurance (QA) under BPO or Shared Services industry; Experience with monitoring voice, email, and chat interactions (including eCommerce platforms is a plus)Having a certification in Facilitation Skills, Quality Auditor, Quality Improvement and/or Quality Management; Six Sigma is a plusExperience with eCommerce is an advantage; Can conduct Root Cause Analysis (RCA)Ability to drive results and lead team to excellence; Ability to adapt to changing organizational and operational needsProficient knowledge in Microsoft Office (Word, Excel, PowerPoint, and SharePoint); Knowledge of Quality Tools, Concepts, and MethodologiesAmenable to work on a night shift schedule 9PM to 6AMHenkel is an equal opportunity employer. We evaluate qualified applicants without regard to gender, origin, culture, mindset, generation, disability, religion and sexual orientation.
JOB ID: 22039353