Quality Assurance Specialist

N

Description

1

Monitor randomly chosen recorded calls, side-by-side and live monitoring with every assigned agent. Document according to assigned score sheets.

2

Provide daily written and verbal feedback to Supervisor, PM and Operations Manager in regards to the monitors.

3

Keep & track QA score of every agent, team and campaign.

4

Trend, analyze, and provide weekly reporting on QA score per agent/campaign. Purpose of reporting is assessment of weak areas for supervisors to have action plans and improve their scores..

5

Identify Top / Bottom performers. Identify the why’s of poor performance and help supervisors set weekly action plans to help them improve individual score. This is done with trainers as well.

6

Provide supervisors and PM a weekly feedback using a short meeting to highlight QA score trend and goals.

7

When available, provide coaching sessions or refresher trainings to help improve their QA scores. Document according to assigned forms.

8

Prepare weekly internal calibration sessions with Project Managers, Supervisors and agents. Document weekly findings and summarize to report to upper management. (If new campaign or needed).

9

Prepare client’s Calibration calls as required. Document findings and report to upper management.

10

Suggest to Quality Manager any additional training needed for the agents to reinforce any soft or hard skills. Assist trainers if needed.

11

Other duties as required. This list is not meant to be a comprehensive inventory of all duties and responsibilities assigned to this position.

Experience:

Minimum of 6 months experience as an agent . Inbound/ outbound business to consumer support, sales or collection center environment. Strong customer service orientation. (Proven good QA scores, attendance and no correctives)

Education:

High School minimum

Knowledge:

· Leadership and understanding of our customer’s needs.

· Demonstrated skills in problem identification and resolution.

· Time management skills.

· Strong written and verbal communication skills.

· Requires excellent interpersonal skill.

· Data Analysis

Skills

· Capability to ensure adherence to processes and procedures

· Ability to manage, understand and adhere to campaign and QA metric goals.

· Ability to coach others in problem solving

· Ability to analyze period QA scores and trends to determine courses of action.

Other requirements:

Great English level, mathematical, reasoning, and intermediate computer skills (MS Office)