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Job Description
- Develops and recommends methods, measures and standards for monitoring call center agents to improve individual performance
- Evaluate call center agent's technical and soft skill level and provides effective coaching suggestions to Team Leads to develop agent capabilities
- Participates in quality calibration sessions in order to ensure consistency amongst all QA Specialists.
- Identifies opportunities to improve agent support tools and recommends solutions.
Job Requirements
- More than 2 years of experience