- 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
