Contact Center - Senior Quality Assurance Specialist

Job Summary: 

Senior Quality Assurance Specialist for Medical Centers and Call Center Agency will be responsible  for Customer Service Quality Assurance, His/her  goal is to maintain a high and consistent level of support quality across the teams. His Responsibility that regardless of the agent approached or the support channel used, customers always get similarly excellent treatment.

Key Responsibilities:

• Monitor inbound and outbound calls/activities and evaluate agents' performance concerning the quality of service offered through different channels. 
• 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. 
• Compile and track performance for teams and individual level. 
• Give recommendations for process improvements based on agent development and the customer experience and feedback. 
• Record Quality Assurance results per transaction on a daily, weekly and monthly basis. 
• Provide supervisors with detailed, clear and professional performance feedback. 
• When needed, perform mystery calls to ensure accurate and consistent information delivery to the customers. 
• Provide voice of customer report, Analyzing and investigating products and services complaints or report quality issues to ensure closure in accordance with company guides

1. Monitoring  and Reporting:
   • Monitor inbound and outbound calls/activities and evaluate agents' performance concerning the quality of service offered through different channels.
2. Process Improvement:

• Evaluate existing business processes in medical centers and call centers and recommend enhancements.
• Design and implement new workflows and processes to improve enhance customer experience.
• Conduct process mapping and gap analysis.