Provides high quality assurance accurate judgment on audits and meet the required numbers, send critical call notifications and track sanctions, provide relevant feedback to agents through their evaluations, attends and facilitate calibration sessions, and send calibration minutes and variance reports.
Areas of Responsibilities :
compliance to prescribed processesRegularly conducts calibration sessions to ensure synchronization of evaluation methods and ratings with the established standards by the client companyFacilitates programs and initiatives as directed to encourage learning of quality standardsResolves client concerns with QA standardsCollaborates with Operations in administration of quality scores and responding to usual errors through planning of team-
level interventions and rewards program to ensure high levels of quality
Skills and Qualifications :