Quality Assurance Specialist - Contact center

Job Description

• Monitor inbound & Outbound calls and evaluate agents performance concerning the quality of service offered through all channels.
• Perform mystery calls to ensure accurate and consistent information delivery to the customers.
  Monitor either remotely or on a recorded basis and evaluates agents, team leaders performance (script, data, process consistency, product knowledge and behavior ) for all transactions to ensure quality of service.
• Give recommendations for process improvements based on agent development and the customer experience and feedback.
• Help in designing quality rules and guidelines to achieve the highest performances with team managers.
  Compile and track performance for teams and individual level.
• Create and update call scenarios for new and existing accounts.
• Record QA results per transaction on a daily, weekly and monthly basis.
• Extract calls upon clients’ requests/s and/or any End User complaints.
• Producing evaluation forms for new agents.
• Provide Team leaders and supervisors with detailed, clear and professional performance feedback.