Call Center Quality Manager
10 godzin temu
The Quality Assurance Specialist is a critical role within our organization, responsible for ensuring the highest standards of quality in our call center operations. As a key member of our team, you will play a vital role in verifying the accuracy and effectiveness of our agents' handling of customer interactions, providing coaching and training to improve performance, and analyzing quality and performance trends to drive continuous improvement.
Key Responsibilities:
* Verify the accuracy and effectiveness of agent handling of customer calls, chats, and emails
* Evaluate agent skills in using scripts, product knowledge, service ability, greeting, diction, listening, etiquette, objection handling, efficiency, and courteous close of call
* Provide coaching, training, and development to contact center agents, working closely with Team Leaders
* Analyze quality and performance trends to provide recommendations for improvement
* Oversee the quality assurance process, including contact monitoring, evaluation, and calibration scoring
Requirements:
* Excellent written and verbal communication skills
* Good understanding of our system and its applications
* Ability to apply creativity to solutions
* Strong analytical and problem-solving skills
Qualifications:
* High school diploma or equivalent
* College-level education preferred
* Previous experience in BPO and Customer Service, as well as technical account management, desirable
Languages:
English at all levels, both written and spoken.
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