Sr Quality Evaluator

Role and Key responsibilities:

• Listen and evaluate agent calls based on the program requirement.
• Document and maintain accurate records of evaluated interactions and performance feedback.
• Prompt in the submission of all required deliverables including but not limited to reports, relevant documents required for other stakeholders like People Solutions etc.
• Utilize the quality monitoring tools to track performance.
• Provide timely and constructive feedback to agents based on monitored interactions (if required by the program).
• Communicate updates with stakeholders. eg. call flow, performance criteria, changes in the evaluation process.
• Fulfill all required trainings (within the prescribed period) for the Sr. Quality Evaluator position.
• Attends and prepares all needed data for required stakeholders meetings.
• Prepares and facilitates calibration sessions to ensure consistency and accuracy in the evaluation process.
• Identify trends and patterns in customer interactions to share with the appropriate stakeholders.
• Ensures timely adherence to QA upskilling requirements eg. phone time
• Facilitates and prepares (not lead) all needed data for required stakeholders and client meetings. (eg. TQO or business reviews)
• Analyze production agents data and provide recommendations.
• Foster an overall healthy work relationship with peers and managers.
• Key skills and knowledge:
• Excellent written and verbal communication skills.
• Knowledge of Accounting / Financial Services / Taxation shall be an added advantage.
• Evaluate Chats & Transactions processed by game changers.
• Provide proven ideas/methods to advisors for call improvement.
• Participate in internal/external calibrations.
• Perform Root Cause Analysis on identified defects.
• Educational Qualification : Accounts Graduate
  

Disclaimer:-

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R1672095