Customer Service Quality Assurance

Responsibilities
Monitor, evaluate and / or audit samples of inbound and/or outbound calls and other contact methods including non- voice.
Support management focus on review of key drivers, metrics, and operational processes (including Training) that drive Balanced Scorecards and count profitability goals.
Make recovery call for risky cases to minimize high- risk cases to drive CSAT.
Be responsible for physical compliance audits and maintain zero compliance issues in the team.
Quality Analyses: Produce all quality analysis information required to maintain the performance at level of target required (statistical, affinity, Drivers, Attributes, etc.)
Provides accurate and timely reports on a daily, monthly, month- to- date and year- to- date rolling basis on call quality, productivity, availability, and other key metrics as determined.
Regularly review the backlog of agents to find out potential compliance issues/case handling issues/process issues, report to leadership team in a timely manner.
Maintain strong program knowledge base; basic understanding of client products, services and/or program strategies.
Job Requirements:
Demonstrated problem- solving skills, strategic and analytical capabilities.
Having experience/background in IT, Tech Support, high- tech projects is a big plus
Disciplined and highly motivated to motivate and encourage the team for improvement.
Experience in managing quality performance targets desired.
Excellent speaking and writing in English.
Have at least 1- year experience in QA in BPO, Contact center industry.
Strong determination for KPI achievement.
Excellent oral, written, and interpersonal communication skill.

,
Productivity curve is not something steady and consistent as it depends on each person&039;s unique traits and preferences. At our company, as long as your team is in sync and your goal is hit, you can flexibly decide when you want to work.

,
Ever feel stuck with your career? We don&039;t hire you simply because we needed to fill an empty slot. Together, we will help you shape and grow your career so you can progress further and rediscover your true sense of purpose at work.

,
In need of a laptop or certain devices specifically for work? It&039;s on us. We will provide the necessary tools that you need so you can focus on what you do best and get a job done.

Every employee is an invaluable asset to any team; that&039;s why we want to help you grow. Level up your skills and expertise through our professional co- development programs with notable organizations. We will cover the cost.

Cập nhật gần nhất lúc: 2024-04-25 20:25:22