Choosing Capgemini means choosing a company where you will be empowered to shape your career in the way you’d like, where you’ll be supported and inspired by a collaborative community of colleagues around the world, and where you’ll be able to reimagine what’s possible. Join us and help the world’s leading organizations unlock the value of technology and build a more sustainable, more inclusive world. Your Role
* Monitor and Evaluate Interactions: Review calls, chats, and emails to assess agent performance against established quality standards and compliance requirements.
* Conduct Quality Assessments: Utilize evaluation tools to score interactions, identify trends, and ensure consistency in service delivery.
* Provide Feedback and Coaching Support: Deliver clear, constructive feedback to agents and collaborate with team leaders to support coaching and performance improvement initiatives.
* Analyze Data and Report Insights: Generate reports and dashboards to highlight performance trends, recurring issues, and opportunities for training or process improvement.
* Ensure Compliance: Monitor adherence to internal policies, procedures, and regulatory guidelines. Escalate non-compliance issues as necessary.
* Support Continuous Improvement: Recommend enhancements to scripts, workflows, and customer handling procedures based on quality insights.
* Maintain Accurate Documentation: Record evaluation results, feedback, and quality scores in a timely and organized manner.
Your Profile
* Proven experience in a contact center or customer service environment
* Strong understanding of quality assurance principles and evaluation methodologies
* Familiarity with QA tools and reporting platforms
* Excellent analytical and problem-solving skills
* Strong communication skills with the ability to provide clear, constructive feedback
* High attention to detail and sound judgment
* Ability to manage multiple priorities and meet deadlines
* Knowledge of compliance standards and customer service best practices
What you’ll love about working here
* You will be a part of a diverse collective of free-thinkers, entrepreneurs and industry experts. You will love the exposure to the scale of transformation, the depth of expertise, and the opportunities for growth.
* We aim to build an environment where employees can enjoy a positive work-life balance. We embed hybrid working in all that we do and make flexible working arrangements the day-to-day reality for our people.
* At the heart of our mission is your career growth. You will have countless learning and development opportunities from thinktanks to hackathons, and access to 250,000 courses with numerous external certifications crafted to support you in exploring a world of opportunities.
* We realise a Total Reward package should be more than just compensation. We offer a range of core and flexible benefits and have a Peer Recognition Portal called ‘Celebrate’.
Apply today!
Capgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fueled by its market leading capabilities in AI, generative AI, cloud and data, combined with its deep industry expertise and partner ecosystem.