Call Center Quality Control Specialist

Job Detail
  • Salary: 0 VNĐ - 16.000.000 VNĐ
  • Level: Experienced
  • Fulltime
  • 21 Applications
Job description
  • QC will be directly responsible of tasks including (but not limited to):
  • Ensuring Quality Monitoring is done to improve overall quality performance across the project based on the quality standards
  • Providing feedback and coaching based on quality audits, complaints and seller satisfaction remarks to improve on their communication and overall quality performance
  • Training CSR’s on soft skills, call handling and communication skills
  • Providing report and analysis on quality progress to HOCS
  • Ensuring contact reason categories are tagged correctly
  • Generating process and guidelines for CSR’s to adhere
  • Ensuring recoveries are done
  • Attending calibration and meetings to ensure requirements are on par
  • Training CSR on new implementations and process changes.
  • Analyzing the root cause of issue and able to design action plan.
  • Document Contact Center quality concerns and trends for procedural changes, recommendations and training.
  • Provide information to assist in the performance feedback (from Supervisors to Agents) and to increase motivation concerning Contact Center quality concerns.
  • Test products and procedures to establish functionality and effectiveness.
  • Manage BPO performance to achieve KPIs of productivity, CSAT, CQM
  • Other duties as assigned
Job Requirement
  • At least 1 year experience developing and implementing quality assurance programs in a call center environment
  • Experience managing and driving team calibration to QA requirement
  • Expertise in Telesales, FMCG, Nutrition
  • Financial planning and Budget management.
  • Good at MS Office and CRM systems
  • Ability to solve problems quickly and independently while working in a fast-paced environment
  • Strong organizational, planning, prioritization skills
  • Excellent ability to identify and analyze data for trends
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