Job Pitch

?        Monitor and evaluate inbound and outbound interaction quality across phone calls, emails, and chats.

?        Track issues in quality monitoring systems or tools and analyze results.

?        Provide feedback to improve agent performance and develop training programs.

?        Work with internal teams to define and uphold quality metrics and contact center standards.

?        Conduct audits on customer interactions, focusing on product/process, communication, and soft skills parameters.

?        Audit and provide feedback to improve scores, aiming to enhance training throughput and conversion rates.

?        Score individual performance on existing quality assurance (QA) forms and report observed trends to QA management or onshore teams.

?        Assist in compiling and tracking individual and team performance data.

?        Report any observed sales/customer service trends to QA management or onshore teams.

?        Coach and develop call center agents to ensure high performance delivery on all quality parameters.

?        Take a minimum of 4 hours of quality-monitored agent-level contacts per month to refresh skills in customer service and sales.

?        Participate in calibrations to ensure consistent scoring and feedback delivery.

?        Analyze data and create designated reports and presentations.

?        Communicate effectively to emphasize the importance of positive customer experiences.

?        Make recommendations and drive continuous improvement initiatives.

?        Help new team members enhance their product and process knowledge to reduce learning curves.

?        Ensure compliance with internal policies, procedures, and regulatory requirements.

?        Proactively identify areas for improvement and collaborate with change teams.

?         Prepare Training Needs Analysis (TNA), publish, and execute for 100% closure.

?        Provide real-time support on the floor as required by business needs.

Job Description

●        Monitor and evaluate inbound and outbound interaction quality across phone calls, emails, and chats.

●        Track issues in quality monitoring systems or tools and analyze results.

●        Provide feedback to improve agent performance and develop training programs.

●        Work with internal teams to define and uphold quality metrics and contact center standards.

●        Conduct audits on customer interactions, focusing on product/process, communication, and soft skills parameters.

●        Audit and provide feedback to improve scores, aiming to enhance training throughput and conversion rates.

●        Score individual performance on existing quality assurance (QA) forms and report observed trends to QA management or onshore teams.

●        Assist in compiling and tracking individual and team performance data.

●        Report any observed sales/customer service trends to QA management or onshore teams.

●        Coach and develop call center agents to ensure high performance delivery on all quality parameters.

●        Take a minimum of 4 hours of quality-monitored agent-level contacts per month to refresh skills in customer service and sales.

●        Participate in calibrations to ensure consistent scoring and feedback delivery.

●        Analyze data and create designated reports and presentations.

●        Communicate effectively to emphasize the importance of positive customer experiences.

●        Make recommendations and drive continuous improvement initiatives.

●        Help new team members enhance their product and process knowledge to reduce learning curves.

●        Ensure compliance with internal policies, procedures, and regulatory requirements.

●        Proactively identify areas for improvement and collaborate with change teams.

●         Prepare Training Needs Analysis (TNA), publish, and execute for 100% closure.

●         Provide real-time support on the floor as required by business needs.

Qualification Required

• College Graduate