Job Description:Manage, control and monitoring quality of customer service departmentPerforms call monitoring and provides trend data to CS team lead and Head of OperationsUses quality monitoring data management system to compile and track performance at team and individual levelProvide training and coaching cs agent for service improvementParticipates in customer and client listening programs to identify customer needs and expectationsProvides actionable data to various internal support groups as neededCoordinates and facilitates call calibration sessions for CS staffDesign and run CS training programProvides feedback to call CS team leader and Head of operationsPrepares and analyzes internal and external quality reports for management staff review Requirements:At least 2 years of call center customer care experience, preferably in eCommerce businessExcellent oral, written and interpersonal communication skillsExceptional listening and analytical skillsIntermediate level of expertise with MS officeIntermediate to advanced level of knowledge in eCommerce businessStrong knowledge of customer care processes and techniquesDemonstrated ability to work well in a team environmentDedication to providing exceptional customer service