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Job Description
- Monitor inbound & Outbound calls to make sure they meet the company's quality standards
- Provide needed coaching to agents to meet the desired quality procedures to achieve their KPIS
- Make test calls to agents to check if they will follow the quality procedures on the real calls when speaking to the customers
- Prepare needed reports on agents' performance to highlight weakness and strength points over the calls
- Give recommendations for process improvements based on the customer experience and feedback
- Design quality rules and guidelines to achieve the highest performances with team managers
- Give quality sessions to agents to pinpoint points of improvement
- Conduct presentation & induction sessions to new hires
- Compile and track performance for teams and individuals
Job Requirements
- English fluency in speaking , writing , reading and listening
- Excellent people management skills
- Team player
- Ability to prioritize and multitask on a daily basis
- Ability to work under pressure and within a changing environment
- Ability to listen to a large number of calls on daily basis to monitor agents' performance
- Excellent communication and customer service skills
- Excellent call handling skills
- 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 to update any quality basics that agents need to follow
- 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.
- Creating the weekly and monthly presentation and delivering it on time to the operations and to the Management.
- Someone who is reliable and will be available when he says he will be available.
- Someone who enjoys being organized and doing things right the first time.
- Someone who can work and modify to ensure high levels of customer satisfaction.
- High sense of ownership, and responsibility to deliverables and tasks.
- Able to work independently and proactively in a fast-paced, high-growth environment.
- Highly proficient in computer, internet usage, and navigating seamlessly between multiple applications.
- This is a "working from home" job, so you must have your own laptop or PC with a stable internet connection.
- A noise cancellation headset is also required.
- You will be working from home so a quiet area is a must.
- Flexible to Rotational Shifts, and willing to work on weekends
