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Job Description
- Monitors either remotely or on recorded basis and evaluates agents performance (script, data, process consistency, product knowledge) on the program level for voice and non voice transactions
- Monitors daily, weekly and monthly reports to operations.
- Analyses failures and potential failures to set action plans/ preventive actions on weekly and monthly basis and communicates results to account manager.
- Tracks the progress / fulfilment of Repeated failure process and conducts required audits.
- Designs and re-designs score sheets, for new and existing projects, to ensure that all new requirements and actions are reflected and measured on individual and program level.
- Assures adherence to new agents sample size (either new comers or internally transferred.)
- Correlates end user satisfaction with monitoring results and sets action plans/ preventive actions or modifications to the score sheet / monitoring process whenever necessary.
- Issues quality assurance monthly reviews.
- Assures that data entered on system is accurate and follows the defined entry standards.
- Consolidates site QA weekly reports.
Job Requirements
- Quality Assurance 5 years of Experience