Job
Description
Role Overview: You will be responsible for performing quality evaluations for customer service agents across different communication channels such as phone calls, emails, and chats. Your role will involve providing feedback and coaching to agents, setting performance expectations, and developing action plans to improve call quality. Additionally, you will analyze quality results to identify training needs and monitor calls to report data and trends for process improvements. Key Responsibilities: - Perform quality evaluations for customer service agents on interactions including telephone etiquette, production information delivery, and adherence to procedures. - Provide feedback and coaching to customer service agents to enhance their performance. - Set performance expectations, action plans, and development plans to improve call quality. - Analyze quality results to identify training needs and evaluate agents' performance. - Monitor calls, report data and trends to the management team for process improvements. Qualifications Required: - 2-4 years of experience in contact center operations (Voice, email, and chat) with a minimum of 1 year of experience as a quality analyst. - Additional certification in quality management will be considered an advantage. - Hands-on experience in preparing quality audit forms and reports. - High proficiency in common office and reporting/analysis software such as Excel, Access, PowerPoint, and Power BI. Role Overview: You will be responsible for performing quality evaluations for customer service agents across different communication channels such as phone calls, emails, and chats. Your role will involve providing feedback and coaching to agents, setting performance expectations, and developing action plans to improve call quality. Additionally, you will analyze quality results to identify training needs and monitor calls to report data and trends for process improvements. Key Responsibilities: - Perform quality evaluations for customer service agents on interactions including telephone etiquette, production information delivery, and adherence to procedures. - Provide feedback and coaching to customer service agents to enhance their performance. - Set performance expectations, action plans, and development plans to improve call quality. - Analyze quality results to identify training needs and evaluate agents' performance. - Monitor calls, report data and trends to the management team for process improvements. Qualifications Required: - 2-4 years of experience in contact center operations (Voice, email, and chat) with a minimum of 1 year of experience as a quality analyst. - Additional certification in quality management will be considered an advantage. - Hands-on experience in preparing quality audit forms and reports. - High proficiency in common office and reporting/analysis software such as Excel, Access, PowerPoint, and Power BI.
