- Monitoring transactions, "inbound & outbound".
- Identify performance gaps.
- Evaluating quality and provide constructive feedback to employees and process owners to ensure that the employees improve, processes are modified as needed and future transactions are defect-free.
- Deliver the needed feedback according to employee performance.
- Follow designed company standards and monitor short term and long-term employee performance.
- Support employees across all lines of businesses to achieve performance excellence.
- Develop all assigned action plans agreed with management.
- Report any process or company image violation to management.
- Adhere to company attendance ethics regulations.
- Review the implementation and efficiency of quality.
- Collaborate with Trainer to identify training needs
Proven work experience as a Quality Specialist or similar role in a call center industryWorking knowledge of tools, methods and concepts of quality assuranceSolid knowledge of relevant regulatory standardsGood communication skills, both verbal and writtenExcellent data collection and analysis skillsStrong attention to detailRelevant training and/or certifications as a Quality Specialist