Senior Quality Assurance

Main Job Duties:

• Monitor/ Listen to Calls both inbound & Outbound Daily case and evaluate agents performance concerning the quality of service.
• Ongoing review and confirm the call scripts for new and existing accounts
• Managing the quality, monitoring targets in terms of remotely and side by side.
• Closely monitor and analyses the customer satisfaction, and set action plans for improvement in accordance with concerned departments
• Responsible for creating and designing the quality score sheets and to ensure the consistency with clients' and end users' requirements.
• Provide clear insight into performance drivers and the levers which impact performance.
• Perform mystery calls to ensure accurate and consistent information delivery to the customers.
• Manage auditing reports for Customer Care activities & transactions.
• Give recommendations for process improvements based on the customer experience and feedback.
• Design quality rules and guidelines to achieve the highest performances with team managers.
• Provide feedback to assist in the creation of quality standards and performance improvement goals.
• Hold calibrations and meetings with managerial and non-managerial level teams to find common grounds and sustain system stability.
• Conduct presentation & business simulation with new hires.
• Compile and track performance for teams and individual level.
• Attending internal kick-off meetings.
• Finalize and send all quality reports on the program and agent levels and create monthly dashboard presenting the quality department performance.
• Set corrective & preventive actions to improve the quality performance.
• Perform any Task assigned by the direct manager