Job Description

– 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. 

Job Requirements

• – Experience not less than 2 years in the same field. 
  – Very good communication skills, both written and verbal. 
  – Excellent data collection and analysis skills. 
  – Good monitoring skills. 
  – Good problem-solving skills. 
  – Good knowledge of Microsoft Office (Excel – PowerPoint).