- Monitor inbound and outbound calls/activities and evaluate agents' performance concerning the quality of service offered through different channels.
- Monitor either remotely or on a recorded basis and evaluates agents, team leaders' performance (script, data, process consistency, product knowledge and behavior) for all transactions to ensure quality of service.
- Compile and track performance for teams and individual level.
- Give recommendations for process improvements based on agent development and the customer experience and feedback.
- Record Quality Assurance results per transaction on a daily, weekly and monthly basis.
- Provide supervisors with detailed, clear and professional performance feedback.
- When needed, perform mystery calls to ensure accurate and consistent information delivery to the customers.
- Provide voice of customer report, Analyzing and investigating products and services complaints or report quality issues to ensure closure in accordance with company guides.
- Experience not less than 2 years in the same field. - Very good communication skills, both written and verbal. - Excellent data collection and analysis skills. - Good monitoring skills. - Good problem-solving skills. - Good knowledge of Microsoft Office (Excel – PowerPoint).