MSC CRUISES CAREERS CC Manager

JOB PURPOSE

The Training & Quality Assistant supports for monitoring and reviewing MSC Cruises inbound and outbound telephone sales and web chat activities. The Training & Quality Assistant assists the team in delivering all trainings and documents customer communications, providing feedback to management as required.

KEY ACCOUNTABILITIES

• Monitor calls and analyze team and individual metrics, understanding the concepts and application of quality and performance indicators ;

• Interact with supervisors, consultants, and operations peers to align processes ;

• Provide individual feedback on service, negotiation, and quality techniques ;

• Send weekly and monthly reports to monitor productivity ;

• Identify the need to recycle content according to the level of offenders ;

• Support the analyst in the creation and QA presentations to monitor results and indicators in the area, identifying offenders and suggesting action plans ;

• Support calibrations and monitoring audits.

QUALIFICATIONS (skills, competencies, experience)

• Graduated or studying in related areas ;

• Experience in Monitoring and Quality with a focus on customer service and sales ;

• Basic English ;

• Intermediate Excel and Intermediate PowerPoint ;

• Critical thinking and analytical vision ;

• Good interpersonal relationship ;

• Good verbal and written communication ;

• Versatility and flexibility ;

• Attention to details and active listening.

VISA REQUIREMENTS (if any)

• N/A

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Contact Centre

Quality and Training Assistant - Brazil, São Paulo

JOB PURPOSE

KEY ACCOUNTABILITIES

QUALIFICATIONS (skills, competencies, experience)

VISA REQUIREMENTS (if any)