Roles and Responsibilities :
Performs call / chat / email monitoring and provides trend data to Customer Success and Operations team.
Uses quality monitoring data management system to compile and track performance at team and individual level.
Provide insights and suggestions to improve existing Quality Standards that will best suit client specific requirements.
Provides actionable data to various internal support groups as needed.
Coordinates and facilitates calibration sessions for company staff.
Provides feedback to team leaders and managers.
Prepares and analyzes internal and external quality reports for management staff review.
Position Requirement :
High level of verbal and written communication skills possess an approachable, energetic personality with a sense of fun and humor to hold an audience.
Self-motivated individual who is able to work autonomously and in a team environment. Great work ethic, organized and punctual.
Knowledge of customer service outsourcing business in a remote-working environment.
Experience in QA Role in a BPO Set up is preferred but not required.
Highly knowledgeable in Google Sheets, Docs and Forms
Please attach your most updated CV in English.