Quality Assurance Lead
6 dni temu
Job Description:
We are seeking a Quality Assurance Specialist to join our team at transcosmos (TCIS). As a key member of our contact centre, you will be responsible for ensuring the highest standards of quality in customer service interactions.
Responsibilities:
- Verify call/chat/email handling results by measuring skills in scripts, product knowledge, service ability, greeting, diction, listening, etiquette, objection handling, efficiency, and courteous close of call.
- Provide coaching, training, and development to contact centre agents.
- Analyze quality and performance trends to provide recommendations for improvement.
- Oversee quality assurance including contact monitoring, evaluation, and calibration scoring.
- Ensure team awareness of all processes, procedures, and technical documentation relevant to the department.
Requirements:
- Excellent written and verbal communication skills.
- Good understanding of systems actively used by the service.
- Ability to apply creativity to solutions.
- Good attention to detail - viewing situations from multiple perspectives.
Qualifications:
- At least a high school diploma or equivalent; college level preferred.
- Previous experience in BPO and customer service and/or technical account.
- Proven track record demonstrating the skills and qualities outlined in this document.
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