Job Purpose

The ideal candidate will be responsible for providing support to the Quality Assurance Manager regarding programs and initiatives that drive improvement of Quality Standards and processes within the Contact Center

Key Responsibilities:

• Conducts daily monitoring and scoring of customer calls/emails/chats received by agents and trainees based on QA checklists such as customer service, diagnostic and troubleshooting skills, accuracy/call resolution, procedure adherence, and communication skills to ensure conformance to quality standards
• Monitors daily a considerable number of calls/emails/chats of agents as determined by the QA Manager.
• Tracks performance history of agents and conducts trending analysis to better provide insights to management and supplies feedback to superiors on the quality of agent protocol procedures.
• Responsible and ensuring weekly and monthly calibration sessions to discuss Client findings and QA’s findings as well as to monitor trends.
• Recommends corrective action to agent through the Team Lead, based on QA findings by conducting one-on-one coaching with Agents to help them address their areas of weaknesses.
• Prepares weekly data analysis report for voice, chat, and email and the common reasons for quality failures/process adherence; and recommends remedial actions.

Required Qualifications:

• A minimum of a tertiary degree in any program.
• A minimum of 1 – 2 years of Supervisory / Team Leadership experience in the Contact Centre Industry.
• Proactive problem-solving skills in technical difficulties; Knowledge of the Basic 7 Quality tools: Fishbone Diagrams, Histograms, Pareto Analysis, Flowcharts, Scatter Plots, Run Charts, and Control Charts
• Good Typing, Language, and communication skills.
• Leadership skills, Planning, and Organization skills.
• Understanding BPO and Contact Centre Terminology.