- Monitor and evaluate inbound and outbound calls to ensure adherence to quality standards and company policies.
- Conduct regular audits of call center interactions to identify areas for improvement and ensure compliance with regulatory requirements.
- Develop and implement quality control processes and checklists tailored to call center operations.
- Provide detailed feedback and coaching to call center agents to enhance performance and customer satisfaction.
- Prepare and present comprehensive quality reports and analysis to management, highlighting trends and actionable insights.
- Collaborate with training teams to design and deliver targeted training sessions based on quality assessment outcomes.
- Identify recurring issues and recommend process improvements to optimize operational efficiency.
- Maintain up-to-date documentation of quality control procedures and ensure consistent application across teams.
- Assist in the development and revision of call scripts and guidelines to align with best practices.
- Participate in calibration sessions with supervisors and stakeholders to ensure consistency in quality evaluations.
Bachelor’s degree or equivalent experience in a related field.4-6 years of proven experience in call center quality control, quality assurance, or a similar role.Strong understanding of call center operations, metrics, and industry best practices.Excellent analytical and problem-solving skills with keen attention to detail.Outstanding communication and interpersonal abilities for effective feedback delivery.Proficiency in using quality monitoring tools and call recording systems.Ability to work independently and collaboratively in a fast-paced, office-based environment.Demonstrated ability to handle confidential information with integrity.Strong organizational skills and the ability to manage multiple priorities.Commitment to continuous improvement and professional development.