Roles & Responsibilities
Working days: 6 days of the week, 1 day off
The Contact Center Quality Assurance is required to perform below tasks:-
· Contact Center Quality Assurance is responsible for assessing the quality of the performance of the call center associates.
· The QA will monitor inbound and outbound calls, chat and email responses.
· Track customer service and conformity as per company policies and procedures
· The individual will assist in developing, creating, and implementing call center quality processes and procedures; as well as making recommendations for enhancements to training materials as needed to enhance the overall company’s customer service experience
· Participates in the design of call monitoring formats and quality standards
· Performs call monitoring and provides trend data to site management team
· Uses quality monitoring data management system to compile and track performance of team
· Performs monitoring of customer care email responses
· Coordinates and facilitates call calibration sessions for call center staff
· Provides feedback to the call center manager
· Prepares and analyses internal and external quality reports for management staff review.