Posted:2 weeks ago|
Platform:
Work from Office
Full Time
JD for quality executive. The Call Quality Monitoring Specialist is responsible for evaluating customer interactions to ensure adherence to company standards and regulatory requirements. This role focuses on enhancing service quality, providing actionable feedback to agents, and collaborating with management to drive continuous improvement in customer satisfaction and operational efficiency. Key Responsibilities : Monitor and Evaluate Calls: Listen to and assess inbound and outbound calls to ensure compliance with quality standards and protocols. 1. Provide Constructive Feedback: Offer actionable insights and coaching to agents to improve performance and customer service skills. 2. Conduct Call Audits: Regularly audit call recordings and documentation to identify trends, training needs, and areas for process improvement. 3. Collaborate with Management: Work closely with team leaders and supervisors to develop and implement quality improvement strategies and training programs. 4. Maintain Records: Keep detailed records of evaluations, feedback sessions, and performance metrics. 5. Participate in Calibration Sessions: Engage in regular calibration meetings to ensure consistency in quality assessments across the team Key Performance Indicators (KPIs) 1. First Call Resolution (FCR): Percentage of issues resolved during the first customer interaction. 2. Adherence to Scripts and Protocols: Ensuring agents follow established guidelines during calls. Experience: Minimum of 2 years in a call center quality assurance role, preferably within a BPO environment
K12 Techno Services
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