– Monitor inbound and outbound calls/activities and evaluate agents’ performance concerning the quality of service offered through different channels.
– Monitor either remotely or on a recorded basis and evaluates agents, team leaders’ performance (script, data, process consistency, product knowledge and behavior) for all transactions to ensure quality of service.
– Compile and track performance for teams and individual level.
– Give recommendations for process improvements based on agent development and the customer experience and feedback.
– Record Quality Assurance results per transaction on a daily, weekly and monthly basis.
– Provide supervisors with detailed, clear and professional performance feedback.
– When needed, perform mystery calls to ensure accurate and consistent information delivery to the customers.
– Provide voice of customer report, Analyzing and investigating products and services complaints or report quality issues to ensure closure in accordance with company guides.
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