Chuyên viên Kiểm soát chất lượng cuộc gọi ( Quality Assurance)

Ensure recoveries are done
Ensure Quality Monitoring is done to improve overall quality performance across the project based on the quality standards
Provide information to assist in the performance feedback and to increase motivation concerning Contact Center quality concerns.
Ensure contact reason categories are tagged correctly
Document Contact Center quality concerns and trends for procedural changes, recommendations, and training.
Provide report and analysis on quality progress
Generation process and guidelines for Agents to adhere
Provide feedback and coaching based on quality audits, complaints, and seller satisfaction
Manage BPO performance to ach
Test products and procedures to establish functionality and effectiveness.
Attend calibration and meetings to ensure requirements are on par
Train Agents on soft skills, call handling, and communication skills, new implementations, and process changes
Analyze the root cause of the issue and be able to design an action plan.
Remarks to improve their communication and overall quality performance

English skill
High level of accuracy and attention to detail
Advanced knowledge of MS products, particularly Excel
Excellent communication skills – Analytical, able to analyze data and draw insights.
At least 1- year experience in QA/QC position, knowledge of Contact Center/Telesales methodologies and operational principles is a plus

Laptop, Chế độ bảo hiểm, Du Lịch, Phụ cấp, Chế độ thưởng, Chăm sóc sức khỏe, Đào tạo, Tăng lương, Nghỉ phép năm

Cập nhật gần nhất lúc: 2024-04-03 11:13:02