Associate, Customer Service Quality Assurance

Why we need you

Quality Assurance Associate is responsible for assessing the quality of the performance of Customer Service agents who support customers. QA Associate will monitor inbound calls, email responses and other assigned work to assess representative demeanor, customer service performance, and conformity to company policies and procedures. Collect and inform all information to develop, create and implement call center quality processes and procedures; as well as making recommendations for enhancements to training materials as needed to enhance the overall customer experience

What you will do

• Ensure each transaction monitoring is accurate and as follows QA standard
• Monitor inbound calls, email responses and other assigned work to assess representative demeanor, customer service performance, and conformity to company policies and procedures
• Systematic process for identifying “root causes” of problems or events and an approach for responding to them
• Coach an agent to guide them to better performance; tell them weak areas to improve.

What you will need

• Min 2 years experience from BPO or Call Center, Quality Assurance/Audit Background will be a huge plus
• Bachelor degree in any field
• Intermediate level of excel skill
• Communication and Listening Skill
• Have Self Confidence
• Time Management
• Takes personal responsibilities for decisions, actions, and failure.
• Establishes clear responsibilities and processes for monitoring work and measuring results.
• Pushes self and helps others achieve results
• Always keeps the end in sight; puts in extra effort to meet deadlines.
• Work with people to establish explicit performance standards.
• Good command of spoken and written English