Posted:4 days ago|
Platform:
Work from Office
Full Time
The QA will monitor inbound and outbound call and emails responses to assess , technical accuracy, customer service performance, and
conformity to company policies and procedures.
• Conduct mock calls to associate and check their work on-call and ask some productrelated questions and analyse them.• Uses quality monitoring data management system to compile and track performanceat team and individual level.• Participates in customer and client listening programs to identify customer needs andexpectations.• Provides actionable data to various internal support groups as needed.• Coordinates and facilitates call calibration sessions for call center staff.• Provides feedback to call center team leaders and managers.• Prepares and analyses internal and external quality reports for management staffreview
Must have good English listening skills, excellent verbal, written, and interpersonal
communication skills.• Must have Basic Computer knowledge and be proficient with MS Office (intermediateWord, basic excel)• Must be comfortable with early morning shifts. Solid time management skills• Minimum higher secondary education required, bachelor's degree a plus• Coordinate and report to the management.• Outstanding customer service skills and dedication to providing exceptional customercare.• Exceptional listening and analytical skills, creative ability, and writing proficiency.• Focus on quality and customer service. Develop and maintain Quality assuranceprocedures and documentation.• Must adapt well to change and successfully set and adjust priorities as needed• Must be a self-motivator and self-starter.• Ability to multitask and successfully operate in a fast-paced, team environment.
CIMET
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