This person will be responsible for assessing the quality and adherence to compliance of the Customer Support team.
DUTIES AND RESPONSIBILITIES :
Supports Operations in ensuring that representatives provide quality customer service
Evaluate Customer Support cases using a certified quality monitoring form
Keeps updated with relevant information to ensure that appropriate feedback is given to agents during evaluations and alignment during calibration sessions
Regularly provides feedback to agents regarding their performance
Creates accurate and complete reports to track agent performance and presents them to stakeholders
Analyzes agent data, and develops and implements initiatives to improve agent performance
Proactively reports issues encountered affecting self and agent productivity with a recommendation on how to resolve them
Reports inconsistencies and / or possible loopholes in processes and policies as a fraud mitigation measure.
SKILLS AND QUALIFICATIONS :
Candidate must possess at least a Vocational Diploma / Short Course Certificate, Bachelor's / College Degree, Post Graduate Diploma / Master's Degree, any field.
Minimum 2 years in a functional qualitty assurance role is required.
Must have experience working for a VOD or a Telecommunications company
Thorough understanding of a Customer Support QA role for TV, mobile and internet
Reviews and designs quality forms and methodology
Advanced Ms Excel / Google Sheet skills
Excellent written and verbal English communication skills