Specialist-Quality CC

Role Overview: As a Specialist-Quality CC, your primary responsibility will be to monitor all customer contact points including web, voice, email, and white mail in an objective manner. You will report any behavior that does not meet the quality standards established by the company and account management. Additionally, you will design and implement reports to identify patterns and trends related to quality issues, providing quantifiable data for quality assessments. Key Responsibilities: - Design and implement reports to identify patterns and trends of quality issues - Provide quantifiable data for quality assessments - Conduct calibration sessions with clients and operations - Conduct product-specific coaching sessions with agents on quality trends - Release updates and training flashes to operations and training groups - Handle incoming calls and escalated calls meeting telephone productivity standards - Perform other tasks or offline assignments as directed by Training/Quality Managers Qualifications Required: - Previous experience in quality monitoring and reporting - Strong analytical skills with the ability to establish patterns and trends - Excellent communication skills to work with different teams effectively - Ability to conduct coaching and training sessions for agents - Proficiency in handling incoming calls and meeting productivity standards (Note: No additional details about the company were provided in the job description),