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Job Description
- Manage and communicate the monitoring sample size.
- Audit the quality specialists team members’ monitoring process.
- Audit the operations team leader monitoring process.
- Conduct calibration sessions for new quality members (quality assurance specialist) and new operations members (team leaders).
- Audit all reports of QA results per transaction on a regular basis and monthly reports.
- Ensure the consistency of all quality monitors and follow up on calibration results.
- Ensure that all accounts are meeting the quality benchmarks, and follow on the action plans for the accounts that do not meet the benchmarks.
- Ensure the capability of the knowledge base and measure the staff feedback accordingly.
- Collect the department balance scorecard
Job Requirements
- Fluent in English is a MUST.
- Males & Females.
- Graduates Only (Preferred Faculty of Science)
- Excellent communications and documentation skills.
- Good Problem Solving.
- Minimum 6-month Experience in the call center.
- Advanced knowledge of MS office.
