Job Details
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Job Description
- Monitoring transactions, "inbound & outbound".
- Identify performance gaps.
- Evaluating quality and provide constructive feedback to employees and process owners to ensure that the employees improve, processes are modified as needed and future transactions are defect-free.
- Deliver the needed feedback according to employee performance.
- Follow designed company standards and monitor short term and long-term employee performance.
- Support employees across all lines of businesses to achieve performance excellence.
- Develop all assigned action plans agreed with management.
- Report any process or company image violation to management.
- Adhere to company attendance ethics regulations.
- Review the implementation and efficiency of quality.
- Collaborate with Trainer to identify training needs
Job Requirements
- Proven work experience as a Quality Specialist or similar role in a call center industry
- Working knowledge of tools, methods and concepts of quality assurance
- Solid knowledge of relevant regulatory standards
- Good communication skills, both verbal and written
- Excellent data collection and analysis skills
- Strong attention to detail
- Relevant training and/or certifications as a Quality Specialist
