Job Description : Responsible for call quality monitoring and quality assurance Uploads and manages voice call recordings Ensures quality compliance by means of sales verification depending on the type of campaign.
Provides complete and accurate quality and productivity reports Consolidates and tracks production stats at a team and individual level Provides monitoring evaluation / s to agents thru team leads with recommendations, changes and / or enhancements to improve skills Coordinates with TLs, Managers and Trainers Coordinates and facilitates call calibration sessions provides feedback and action plans to improve processes Announcement of quality guidelines and updates / revisions (if any) Helps in providing training, coaching, feedback and assistance to agents in making sure they understand new policies and procedures for quality Other tasks related to the aforementioned responsibilities may be assigned due to business needs.
Job Requirements : At least 1 year relevant experience in a BPO setting Excellent communication skills both oral and written.
Should have an in-depth knowledge in MS Office applications mainly MS Word and Excel. Should be flexible in terms of working in different shifts.