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Job Description
- Monitor remote/side by side calls.
- Monitor unusual occurrences, report follow-up procedures, and report daily, monthly and year-to-date comparisons.
- Analyze customer complaints and bad ratings and set an action plan.
- Analyze quality scores and share the insights along with the action plan to improve QA scores and process.
- Report the repeated offenders from Quality or complaints point of view.
- Prepare the audit plan and ensure it appropriately addresses the audit objectives.
- Maintain professionalism and monitor the improvement action in the department.
- Delivering coaching sessions to agents and tracking the outcome of the coaching.
- Measuring the improvements to the monitoring process and the coaching given.
- Creating the weekly and monthly presentation and delivering it on time to the operations and to the Management.
- Delivering training sessions and orientation sessions for newcomers. Collect and analyze call-center statistics.
Job Requirements
- Grads only
- Experience as a Quality Coach at least 1 year is a must
- Fluent English speaker
- Fast learner
- Analytical skills
- Great in time Management
- Quality control skills
- Coaching skills
- Training skills
