We are searching for a Quality Assurance /Senior Quality Assurance who will play an integral part in the development of our existing facilities and set a new benchmark on the market. Our mission is to maximise people’s potential.
Monitor and focus on individual support and coaching for low performing agents. Monitor and evaluate randomly selected calls to assess associates’ service level standards and complete evaluations of calls made.
Conduct daily/weekly/monthly call audits of randomly selected agent calls. Conduct weekly calibration sessions with call center Supervisors to develop scoring consistency and best practices.
Complete analysis of results to identify root causes or trends that will lead to efficiency and quality gains in the contact center.
Complete agent evaluation forms in quality scoring sheet. Produce reporting based on call audits and offer suggestions, job-aids, etc.
Conduct coaching sessions with associates and provide feedback addressing client service, performance, product knowledge and call productivity. Primary participant in training sessions for the phone team. Provides training/orientation of new personnel under the direction of management and HR.
Provide detailed and timely feedback to top management on performance results; provides detailed recommendations with follow-through.
Must have knowledge of Microsoft Office products, including Word, Excel, PowerPoint.
Accept additional duties and responsibilities as delegated by higher levels of management.
Work directly with leadership to communicate and address quality concerns.
Minimum of 1-3 years’ experience as a Quality Analyst.
Very strong written and verbal communication skills (English).
Process making/reports making/evaluation sheet.
Customer handling skills.
Ability to work in rotational shifts.
Attractive compensation based on demonstrated experience.
Engagement with a major International group.
Hands-on experience with industry-defining innovative trends.