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Job Description
- Monitor the quality of the performance of the operations team and ensure they follow quality standards.
- Monitors daily, weekly and monthly reports to operations.
- Monitors either remotely or on a recorded basis and evaluates agents performance (script, data, process consistency, product knowledge) on the program level for voice and non-voice transactions ...
- Report quality violations if needed.
- Consult operations team members in any quality-related inquiries.
- Investigate complaints according to the investigation process and send the outcome to the concerned team.
- Make Mystery Visits & Calls to ensure the quality of the service & customer satisfaction.
- Appraise customers’ requirements and make sure they are satisfied
- Monitor all operations that affect quality & customer satisfaction
Job Requirements
- Previous experience in quality assurance or a similar field.
- Working knowledge of tools, methods, and concepts of quality assurance.
- Solid knowledge of relevant regulatory standards in Call center industry is a must
- Good communication skills, both verbal and written.
- Excellent data collection and analysis skills.
- Strong attention to detail.
