Key Responsibilities:
Call Monitoring and Evaluation:
- Listen to and assess inbound and outbound calls.
- Evaluate agents’ adherence to scripts, compliance policies, and quality standards.
- Document and score call quality based on predefined criteria.
Feedback and Reporting:
- Provide detailed feedback to agents to improve their performance.
- Prepare quality reports and share trends with management.
- Identify and report recurring issues or patterns in customer interactions.
Training and Development:
- Collaborate with trainers to identify skill gaps and recommend training programs.
- Assist in developing coaching plans for agents based on quality scores.
Process Improvement:
- Propose actionable solutions to improve processes, workflows, or agent performance.
- Participate in reviewing and updating quality guidelines and standards.
Compliance and Standards:
- Ensure that all interactions comply with company policies, industry regulations, and customer privacy standards.
- Stay updated on call center tools and technology to optimize performance.
Required Skills and Qualifications:Experience:Previous experience in a quality assurance role within a call center or customer service environment.Technical Skills:Proficiency in call monitoring tools, CRM systems, and data analysis software.Soft Skills:Strong analytical and problem-solving abilities.Excellent communication and interpersonal skills for giving feedback constructively.Attention to detail and high organizational skills.Education:A bachelor’s degree in Business Administration, Communications, or a related field (preferred but not mandatory).Key Attributes:Ability to work under pressure and handle sensitive situations tactfully.Commitment to maintaining confidentiality and professionalism.