QA Specialist
TLDR
Designs call monitoring formats and quality standards, analyzes performance data, and collaborates with clients to calibrate expectations and drive CSAT improvements.
VOICE QUALITY ASSURANCE SPECIALIST
JOB DESCRIPTION
1. Participates in design of call monitoring formats and quality standards.
2. Performs call monitoring and provides trend data to site management team.
3. Uses quality monitoring data management system to compile and track individual and team performance.
4. Participates in customer and client listening programs to identify customer needs and expectations and lead calibration with clients.
5. Prepares and analyses internal and external quality reports for management review.
6. Provides feedback and identify Agent’s areas of opportunities on calling and handling & CSAT.
QUALIFICATIONS
1. 1-2 years of call center customer care experience, quality monitoring and coaching experience.
2. Good oral, written and interpersonal communications skills.
3. Excellent listening and analytical skills.
4. Strong knowledge of customer care processes and techniques.
5. Demonstrated ability to work well in a team environment.
6. Intermediate level of knowledge expertise with Microsoft Word and Microsoft Excel.
7. Must have no issues with attendance and have a positive work attitude.
8. Familiarity with web design and development service is not a requirement but is a plus.