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Job Description
- Assist in optimizing business/agents’ productivity and performance through QA initiatives and programs.
- Streamline QA processes and workflow which includes calls screening and workflow Audit of Agents.
- Organize and conduct one to one coaching sessions with agents to increase performance and promote a work-friendly atmosphere.
- Achieve operational efficiency through the utilization of QA resources to boost business potential/revenue.
- Ensure sustainability/business continuity through proactive measures in loss prevention and productivity/performance/attendance control.
- Partner and coordinate with supervisors and Operation Manager to ensure alignment for any major decisions and actions in specific cases.
- Communicate and report changes in the operations and business targets.
- Translate AR calls to EN as per the global office request.
- Prepare QA reports.
- Provide feedback to agents about any quality issues noticed.
- Perform other tasks as assigned.
Job Requirements
- 1-3 years in a BPO/Customer service position.
- Fluent English.
- Must possess effective verbal and written communication skills
- Good presentation and interpersonal skills.
- Excellent organizational and planning skills.
- Strong attention to detail, superior listening skills.
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