Posted:6 hours ago|
Platform:
On-site
Full Time
Job Description:
Audit, Analyse, Report, Recommend, implement, and monitor preventative and corrective actions to ensure that quality assurance standards are achieved.
Monitor and analyse customer support trends
Basic understanding of various departments and tracking and recording their KPIs.
Create criteria for agent performance measurement (QA scorecard)
Assess agent performance over time
Ensure that quality assurance standards are achieved
Compile and analyse statistical data, including KPIs
Identify strategies to implement improved internal processes
Draft and execute quality assurance policies and procedures
Good Coaching and Verbal Communication
Empathetic And Emotionally Intelligent
Goal-Oriented Belief In the Company’s Mission and Vision
Skills Required:
Quality control certification (Added Advantage).
Excellent attention to detail.
Excellent verbal and written communication.
Data analysis and statistical aptitude.
Good interpersonal skills.
Call auditing
Call monitoring
Good knowledge of MS Office
Good Presentation Skills
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