Senior Quality Assurance & Training Specialist

Purpose:

The quality assurance and training specialist is the controller and mentor of the whole process of replying to customer via email or call. The core purpose is to make sure that our communications with customers are with highest quality standards.

Responsibilities:

1. Monitor agents transactions (Emails/calls).
2. Creating and updating the SOP.
3. Creating and updating the knowledge base.
4. Providing coaching session and refreshment session for agents.
5. Create on-boarding plan for the new agents.
6. Create a plan for soft skills training and other trainings.