Quality Assurance (Ops)

QA(OPS) will be directly responsible for tasks including (but not limited to):
satisfaction
Support team to build SOP
Document Contact Center quality concerns and trends for procedural changes,
Training agent on new implementations and process changes.
Providing feedback and coaching based on quality audits, complaints, and patient/doctors&039;s
Training agent on soft skills, call handling, ticket handling, and communication skills
Identifying operational / training issues and helping team in fixing these gaps
Ensuring Quality Monitoring is done to improve overall quality performance across the
Ensuring that internal policies, procedures, and compliance regulations are being followed
Manage team performance to achieve KPIs of CSAT, CQM
Participating in internal & external calibrations
Analyze the root cause of the issue and able to design an action plan.
Providing report and analysis on quality progress to Manager/Head
Provide information to assist in the performance feedback (from Supervisors to Agents) and
project based on the quality standards
recommendations, and training.
to increase motivation concerning Contact Center quality concerns.

centerenvironment
Experience in providing performance feedback
Intermediate to advanced reporting skills
Experience managing and driving team calibration to QA requirement
Good at English
Excellent ability to identify and analyze data for trends
At least 1-year experience QA/ QC in customer service/ call center/ contact

Quyền lợi được hưởng
- Phụ cấp
- Đào tạo
- Nghỉ phép năm
- Chăm sóc sức khỏe
- Chế độ bảo hiểm
- Tăng lương
- Phụ cấp thâm niên
- Laptop
- Chế độ thưởng

Cập nhật gần nhất lúc: 2022-09-30 14:12:04