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Job title: Quality Analyst – Customer Service
Location: Temple, TX
Education: High School Diploma
Experience: 2+ years of quality analyst experience
Job Summary
- Analyses and measures the effectiveness of existing contact center processes and develops sustainable, repeatable and quantifiable process improvements. Collects and analyzes contact center activity data and initiates, develops and recommends improvements to systems, processes and procedures to increase productivity and reduce cost. Monitors resource requirements, call volume, quality and efficiency of customer contact center operations. Collaborates with training resources to provide training on improved processes.
Roles and Responsibilities:
- Performs root-cause analysis, identifying issues and trends. Provides feedback and assistance to management for developing resolution to the identified issues
- Effectively and appropriately interact with team members who have varied backgrounds and temperaments
- Must remain professional at all times while working and communicating with clients, and employees.
- Through coaching, ensures agent quality guidelines and metrics are achieved
- Monitor team’s calls(live and recorded) and emails to proactively identify potential problems and coach them.
- Should have an eye for details and should be in a position to analyze trends.
- Meet or exceed all deadlines for reporting, monitoring/coaching and preparing quality performance dashboard for the program
- To be actively involved in team and client meetings/calls
- To be actively involved in floor support
- Train employees on QA guidelines and any
- Participate in weekly external and internal calibrations
- Work on special projects and other duties/responsibilities as business requires
- Demonstrate teamwork by supporting and assisting other team members as necessary
- Demonstrate flexibility by working varying shifts and responding to unanticipated events
Required and Desired Skills:
- Knowledge of Microsoft Office
- Able to provide and receive coaching and feedback
- Able to multi-task
- Have good planning, organizing and problem-solving skills
- Able to encourage, motivate and provide recognition
- Working knowledge of the quality policies and procedures
- Prior quality assurance experience (in a customer service call center setting) is preferred.
- Previous experience in providing coaching and feedback in call center environment.
- Deep understanding of contact center QA best practices (with call/chat/email monitoring, calibrations, scoring)
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Job Level | 1-2 Years |
Job title: Technical Support Engineer – Italian
Location: Mauritius
Education Qualification: School Certificate or Higher School Certificate
No of openings: 10
Roles & Responsibilities/ Job Description:
- Provide support through Voice, Chat, Email & remote assistance (universal agent)
- Provide WOW customer experience
- Research required information using available resources
- Manage and resolve customer complaints
- Provide customers with product and service information
- Enter new customer information into the system
- Ability to follow processes, meet and exceed KPIs
- Identify and escalate priority issues
- Case/Ticket documentation
- Adhering to standard operating procedures required by the process and organization
- Awareness of relevant service levels
Required Skills:
- School Certificate or Higher School Certificate
- 6 months to 1-year experience.
- Italian Proficiency Language Native or near-native speaker
- Good understanding of French and English languages
- Excellent verbal and written communication skills
- Customer service orientation
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Job Level | 1 – 2 Years, 6 – 1 Year |
Job title: Technical Support Engineer – German
Location: Mauritius
Education Qualification: School Certificate or Higher School Certificate
No of openings: 10
Roles & Responsibilities/ Job Description:
- Provide support through Voice, Chat, Email & remote assistance (universal agent)
- Provide WOW customer experience
- Research required information using available resources
- Manage and resolve customer complaints
- Provide customers with product and service information
- Enter new customer information into the system
- Ability to follow processes, meet and exceed KPIs
- Identify and escalate priority issues
- Case/Ticket documentation
- Adhering to standard operating procedures required by the process and organization
- Awareness of relevant service levels
Required Skills:
- School Certificate or Higher School Certificate
- 6 months to 1 year experience
- German Proficiency Language Native or near-native speaker
- Good understanding of French and English languages
- Excellent verbal and written communication skills
- Customer service orientation
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Job Level | 6 – 1 Year |
Job title: Japanese Customer Service Representative
Work Location: EGBC, Antipolo City
Experience: 6 months
Education Qualification: At least 2 years of college
No of openings: 6
Roles and Responsibilities:
- Handle customer queries/issues through voice and/or non-voice transactions, demonstrating attentive listening and effective communication skills to ensure customer satisfaction.
- Identify and assess customer needs by actively listening and asking relevant questions, following established processes and guidelines to provide accurate and timely resolutions.
- Maintain necessary documentation of each interaction with customers, ensuring accurate recording of details, actions taken, and resolutions provided.
Required Skills & Desired Skills:
- Should have completed at least 2 years of college, a 2-year vocational course, or a 4-year degree course.
- Willing to work in BGC Taguig City and the ability to work remotely.
- Flexibility to work Japanese business hours and be available during weekends and holidays as per business needs.
- N1 or native
- At least 6 months of professional customer support experience (Japanese language)
- Sound knowledge of telephone etiquette
- Use of Kanji
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Job Level | Freshers |
Job title: Spanish Customer Service Representative
Work Location: EGBC, Antipolo City
Experience: 6 months
Education Qualification: At least 2 years of college
No of openings: 6
Roles and Responsibilities:
- Handle customer queries/issues through voice and/or non-voice transactions, demonstrating attentive listening and effective communication skills to ensure customer satisfaction.
- Identify and assess customer needs by actively listening and asking relevant questions, following established processes and guidelines to provide accurate and timely resolutions.
- Maintain necessary documentation of each interaction with customers, ensuring accurate recording of details, actions taken, and resolutions provided.
Required Skills & Desired Skills:
- Should have completed at least 2 years of college, a 2-year vocational course, or a 4-year degree course.
- Willing to work in BGC Taguig City and the ability to work remotely.
- Flexibility to work Spanish business hours and be available during weekends and holidays as per business needs.
- N1 or native
- At least 6 months of professional customer support experience (Spanish language)
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Job Level | Freshers |
Recruitment fraud alert
The team at Movate has been alerted about fraudulent messages, hoax emails from certain employment agencies, and people requesting candidates for money in exchange for a position at Movate.
Movate is a merit-based employer and does not authorize any agency or individual to collect money or request a security cash deposit for employment at Movate.
As a job seeker, please be wary of the following guidelines to identify hoax job offers and emails:
- We don’t send job offers from email services like Gmail, Rediffmail, Yahoo mail, Hotmail, and other email ids.
- We never request money for any purpose before, during, or after the hiring process.
- The Movate recruitment team does not collect personal information or sensitive documents like bank account details or credit card information for hiring a candidate.
Stay safe and stay vigilant.
Employment Verification
For employment verification inquiries, kindly reach out to our dedicated team at employment.verification@movate.com. We’ll assist you in confirming relevant employment details as soon as possible.