Qureos Mentor

Alorica

<div><div><h2 class="jobSectionHeader"><b>JOB DESCRIPTION</b></h2>
<div>
<p><b>GET TO KNOW ALORICA</b><br>
At Alorica, we only do one thing &ndash; make lives better, one interaction at a time. We&rsquo;re a global leader in customer service and experience, serving the world&rsquo;s biggest brands with tens of thousands of employees in hundreds of locations around the globe.</p>
</div>
<div><p><b>JOB SUMMARY</b><br>
Supporting training department by performing work educating, testing, and coaching new hires to a specified account using curriculum and materials specialized to a particular account.</p>
</div>
<div><div><b>JOB RESPONSIBILITIES</b><br>
<ul><li>Conduct new hire training in a classroom setting</li><li>Conduct follow-up one-on-one training when necessary</li><li>Conduct refresher training sessions</li><li>Conduct certification sessions</li><li>Attend training meetings</li><li>Attend training/quality assurance meetings</li><li>Assist training department with any other necessary functions</li><li>Conducts phone time when not facilitating a class or assisting with other training duties. Scorecard performance will be monitored.</li></ul></div>
</div>
<div><div><b>OTHER RELATED DUTIES</b><br>
<ul><li>Conduct new hire training in a classroom setting</li><li>Conduct follow-up one-on-one training when necessary</li><li>Conduct refresher training sessions</li><li>Conduct certification sessions</li><li>Attend training meetings</li><li>Attend training/quality assurance meetings</li><li>Assist training department with any other necessary functions</li><li>Conducts phone time when not facilitating a class or assisting with other training duties. Scorecard performance will be monitored.</li></ul></div>
</div>
</div><div><h2 class="jobSectionHeader"><b>QUALIFICATIONS</b></h2>
<div>
<p><b>INTERNAL APPLICANTS </b><b>MUST</b><b> MEET THE FOLLOWING REQUIREMENTS:</b></p></div><div><br>
</div><p></p><div><p><b>To be considered you must meet the following criteria:</b></p></div><div><br>
</div><p></p><div><p><b>You must have worked at Alorica for a minimum of six months (or tenured in your most recent position for 6 months).</b></p>
</div>
<div><p><b>You must be meeting expected performance metrics in your current position.</b></p>
</div>
<div><p><b>You do not have any Active Final Corrective Actions or Warnings.</b></p></div><div><br>
</div><p></p><div><p><b>If you are not sure of your status, please check with your Manager or Human Resources Partner.</b></p><p><br>
</p><div><p><b>QUALIFICATIONS</b></p>
</div><div><div><b>Minimum Education and Experience:</b><br>
<ul><li>Possession of a High School Degree, GED or other equivalent education; Associates degree preferred</li><li>Previous experience in training and/or customer call center experience</li></ul></div>
</div><div><p><b>Knowledge, Skills and Abilities:</b></p>
</div><div><ul><li>Demonstrated knowledge of adult learning techniques and best practices in training delivery</li><li>Demonstrated knowledge of specific account provisions, products, and policies</li><li>Ability to communicate effectively both orally and in writing</li><li>Excellent attendance and punctuality</li><li>Demonstrated effective listening skills</li><li>Demonstrated proficiency of presentation skills</li><li>A wide degree of creativity and latitude is expected</li><li>Knowledge of Microsoft Word, Excel, and PowerPoint</li><li>A great attitude</li></ul>
</div><div><p><b>Work Environment:</b><br>
Ability to work in a fast paced, ever changing environment</p>
</div><div><p><b>Physical Demands:</b><br>
Ability to stand while conducting training classes<br>
Ability to travel to centers to deliver training or to monitor, evaluate and coach team members.</p>
</div><div><p>Equal Opportunity Employer &ndash; Veterans/Disabled</p></div></div></div></div>

Learning Delivery Associate

<div><div><h2 class="jobSectionHeader"><b>JOB DESCRIPTION</b></h2>
<p><b>
GET TO KNOW ALORICA</b><br>
At Alorica, we only do one thing &ndash; make lives better, one interaction at a time. We&rsquo;re a global leader in customer service and experience, serving the world&rsquo;s biggest brands with tens of thousands of employees in hundreds of locations around the globe.</p>
<p><b>
JOB SUMMARY</b><br>
Performs moderate level supervisory work coordinating the operations of a call-service team. Regular supervision is exercised over 20 &ndash; 24 subordinate personnel.</p>
<div><b>
JOB RESPONSIBILITIES</b><br>
<ul><li>Provides regular supervision and mentorship over subordinate staff</li><li>Ensure regular and effective communication with subordinate staff on performance, goals, and coaching</li><li>Facilitates daily agent coaching and development sessions in both written and verbal format</li><li>Participates in client related activities to include client calibration sessions and project planning</li><li>Identify and address agent training needs</li><li>Manage team&rsquo;s time entry to ensure 0% discrepancy rate</li><li>Manage program specific performance standards (i.e. AHT, Quality Scores, Sales, etc.)</li><li>Manage financial implications of attrition and attendance by maintaining program-specific goals</li><li>Manage staffing in accordance with program specific workflow (i.e. down-staffing, up-staffing)</li><li>Completion of weekly Team Manager Scorecard for review with Operations Manager</li></ul></div>
<div><b>
OTHER RELATED DUTIES</b><br>
<ul><li>Diffuse irate customer calls as applicable</li><li>Provide agent support via handling escalated calls, as needed</li><li>Maintain up-to-date employee files and documentation</li><li>Ensure high level customer service is being practiced by all subordinate staff</li></ul></div>
</div>
<div><h2 class="jobSectionHeader"><b>QUALIFICATIONS</b></h2>
<p><b>
JOB REQUIREMENTS</b><br>
<b>Minimum Education and Experience:</b></p>
<ul>
<li>High School Diploma or GED required</li>
<li>2 years of experience as a Team Lead</li>
<li>Considerable experience managing 15 or more employees either in a supervisory role or the ability to demonstrate the following:<br>
1. Excellent oral and written communication skills<br>
2. Strong interpersonal skills including the ability to provide constructive feedback in a manner that results in improved performance<br>
3. Establish a team environment by coordinating/cooperating with peers, sharing recognition, supporting interdepartmental and company-wide objectives<br>
4. Successful completion of two management level interview<br>
5. Time management skills and computer proficiency<br>
6. Objectivity, professionalism, and maturity<br>
7. Flexibility and demonstrated ability to adapt well in a changing environment</li>
</ul>
<div><b>Preferred (Not required):</b><br>
<ul><li>Bachelor&rsquo;s degree desirable</li></ul></div>
<div><b>
Licenses and/or Certifications:</b><br>
<ul><li>None</li></ul></div>
<div><b>
Knowledge, Skills and Abilities:</b><br>
<ul><li>Excellent oral and written communication skills</li><li>Strong interpersonal skills including the ability to provide constructive feedback in a manner that results in improved performance</li><li>Establish a team environment by coordinating/cooperating with peers, sharing recognition, supporting interdepartmental and company-wide objectives</li><li>Time management skills and computer proficiency</li><li>Objectivity, professionalism and maturity</li><li>Flexibility and demonstrated ability to adapt well in a changing environment</li><li>Previous sales experience preferred</li></ul></div>
<div><b>
Work Environment:</b><br>
<ul><li>Running day to day operations-100% (Of this time, 20% is devoted to administrative duties, 20% to client related activities such as calibration sessions, project planning, etc., and 60% to the development of Customer Care Consultants).</li></ul></div>
<div><b>
Physical Demands:</b><br>
<ul><li>None</li></ul></div>
<p>
If you are interested, please send us your CV in English.<br>
<br>
Applications will be processed in strict confidentiality.<br>
<br>
Only short-listed candidates will be contacted.<br>
<br>
The personal data of the applicants will be processed in strict confidentiality by Alorica solely for the purposes of selection and recruitment and will not be transferred to other data controllers unless required by law. Applicants provide their personal data on a voluntary basis and will have the right to access and correct their personal data within a reasonable time upon filing a written request.</p></div></div>

Team Manager Customer Experience - German Speaker

<div>
 <p>
  <strong>
   Job Summary:
  </strong>
 </p>
 <p>
  As a
  <strong>
   Team Lead &ndash; Operations
  </strong>
  at
  <strong>
   Alorica
  </strong>
  , you will be responsible for supervising, coaching, and guiding a team of customer service representatives or agents to ensure operational excellence and outstanding customer experiences. This role serves as a key liaison between front-line agents and management, ensuring that team performance meets or exceeds client and company expectations in service delivery, KPIs, and compliance.
 </p>
 <p>
  You will play a critical role in mentoring agents, managing escalations, driving performance metrics, and fostering a culture of accountability, growth, and excellence.
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Key Responsibilities:
  </strong>
 </p>
 <p>
  <strong>
   Team Leadership &amp; Supervision
  </strong>
 </p>
 <ul>
  <li>
   Lead a team of agents to meet daily, weekly, and monthly performance targets.
  </li>
  <li>
   Monitor and manage individual and team KPIs (e.g., AHT, CSAT, FCR, adherence).
  </li>
  <li>
   Conduct regular team meetings, coaching sessions, and performance reviews.
  </li>
  <li>
   Provide real-time feedback and support to improve agent effectiveness.
  </li>
 </ul>
 <p>
  <strong>
   Performance Management
  </strong>
 </p>
 <ul>
  <li>
   Track agent performance against established metrics and implement action plans for underperformance.
  </li>
  <li>
   Support new hire onboarding and continuous training initiatives.
  </li>
  <li>
   Recommend recognition and reward initiatives for high-performing agents.
  </li>
  <li>
   Collaborate with QA and Training teams to address skill or knowledge gaps.
  </li>
 </ul>
 <p>
  <strong>
   Operational Excellence
  </strong>
 </p>
 <ul>
  <li>
   Ensure adherence to operational protocols, client requirements, and company policies.
  </li>
  <li>
   Handle escalated customer issues with professionalism and efficiency.
  </li>
  <li>
   Analyze performance data and generate reports to inform decisions and drive improvements.
  </li>
  <li>
   Assist Operations Manager with staffing, shift scheduling, and resource planning.
  </li>
 </ul>
 <p>
  <strong>
   Client &amp; Internal Communication
  </strong>
 </p>
 <ul>
  <li>
   Support implementation of client directives and operational strategies.
  </li>
  <li>
   Participate in calibration sessions and business reviews as required.
  </li>
  <li>
   Act as a point of contact for process changes, updates, and escalations.
  </li>
 </ul>
 <p>
  <strong>
   Compliance &amp; Quality
  </strong>
 </p>
 <ul>
  <li>
   Maintain compliance with Alorica&rsquo;s quality, data security, and regulatory standards.
  </li>
  <li>
   Ensure accurate documentation and proper case handling in CRM or client tools.
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Qualifications:
  </strong>
 </p>
 <p>
  <strong>
   Education &amp; Experience
  </strong>
 </p>
 <ul>
  <li>
   High school diploma or equivalent required; college degree preferred.
  </li>
  <li>
   Previous experience in call center operations; at least 1 year in a lead or supervisory role.
  </li>
  <li>
   Previous experience in BPO/outsourcing industry strongly preferred.
  </li>
 </ul>
 <p>
  <strong>
   Skills &amp; Competencies
  </strong>
 </p>
 <ul>
  <li>
   Strong leadership and team management skills.
  </li>
  <li>
   Excellent communication, coaching, and conflict-resolution abilities.
  </li>
  <li>
   Solid understanding of contact center KPIs and operational levers.
  </li>
  <li>
   Proficiency with CRM platforms and workforce management tools.
  </li>
  <li>
   Analytical thinking and problem-solving skills.
  </li>
  <li>
   Flexible, adaptable, and capable of working in a fast-paced environment.
  </li>
 </ul>
 <p>
 </p>
</div>


Operations Team Leader

<div><div><h2 class="jobSectionHeader"><b>JOB DESCRIPTION</b></h2>
<p>
YOUR DAY-TO-DAY<br>
Is the single point of contact for compliance and oversight activities between Vendor and UHC<br>
Design and implement Vendor&rsquo;s standard enterprise programs, policies, and practices to ensure that all business units are in compliance with federal, state, local, and UHC defined regulatory requirements.<br>
Track relevant laws and regulations in the operation Vendor&rsquo;s business that might affect the policies of UHC.<br>
Prepare compliance reports as requested by UHC in the event the Parties agree a compliance issue needs to be addressed.<br>
Review KPI&rsquo;s and responds to trending<br>
Must attend quarterly oversight meetings with UHC.</p><br>
<p></p>
</div>
<div><h2 class="jobSectionHeader"><b>QUALIFICATIONS</b></h2>
<p>
WHAT YOU BRING TO THE TABLE!</p>
<p>
Experience as Temp Team Lead or Temp Team Manager in Alorica required.<br>
Advanced English (B2+ in CEFR) Strong communication skills both written and verbal.<br>
Ability to review and draft policies and procedures.<br>
Strong time management and strong organizational skills.<br>
Schedule flexibility, including occasional weekends are required.<br>
 Capable to work on-site with schedule flexibility including weekends.<br>
 6 months tenure in current position. No active disciplinary actions, not under a PIP.<br>
Must meet the minimum required metrics/KPIs for the current account. Must meet attendance</p></div></div>

Compliance Champion / SME

Join Alorica and explore 4   exciting career opportunities. They're hiring for various roles with options for remote or on-site work. Apply today and become part of their innovative team.

Alorica

ABOUT_COMPANY

Learning Delivery Associate

Team Manager Customer Experience - German Speaker

Operations Team Leader

Compliance Champion / SME