Your Role Will Be:
- Monitor different types of WE Transactions (Voice and non-voice) according to statistical sample size
- Define quality issues and performance measures for management review and agent performance assessment.
- Track and report the most common problems to take corrective actions
- Coach the lowest-performance agents at the call center and improve quality scores
- Improve Quality performance results; initiate new ideas, send regular quality tips, and simulate quality sessions
- Help agents improve their performance based on the identified relevant quality-related training needs analysis
- Attend and pass a periodical assessment for measuring specialist qualification and knowledge to be qualified for calibration Approach
Proven work experience as a Quality Analyst or similar roleEnglish level B2-C1 is a must.Strong computer skills and proficiency in QA databases, tools, and applications.Excellent attention to detail and accuracy in reviewing data, reports, and processes.Ability to work with stakeholders to ensure quality requirements are met.