Responsibilities and Duties:
- Participates in the design of Chat/call monitoring formats and quality standards.
- Monitor and evaluate agents’ performance concerning the quality of service offered through all channels.
- Performs Chat/call monitoring and provides trend data to the site management team.
- Uses quality monitoring data management system to compile and track performance at team and individual levels.
- Performs monitors of customer care chat responses.
- Provides actionable data to various internal support groups as needed.
- Provide feedback to managers.
- Prepares and analyzes internal and external quality reports for management staff review.
- Help agents improve their performance with specific instructions and constant support.
- Create and update all scenarios for new and existing employees.
- Document quality assurance activities with internal reporting and audits.
- Record QA results per transaction on a daily, weekly, and monthly basis.
- Provide Team leaders and supervisors with detailed, clear, and professional performance feedback.
- Make recommendations for improvement.
- Develop Plans to help a company reduce waste/loss.
- Perform other duties as assigned.
Bachelor's degree.Experience from 5 to 6 years in Sales field is a must.Good customer experience backgroundProficient in using Microsoft Office (Especially Word and Excel).Excellent English level.Outstanding communication skills.Excellent data collection and analysis skills.Great Team player with the ability to work with minimal supervision.Familiar with coaching techniques