Verifies call / chat /email handling results by measuring customer service agents skills in use of scripts, assess the recording quality, and assess the service quality.
Lead calibration meetings and other QA related meetings with Clients QA team and align with quality inspection standards.
Provide coaching, training, and development to contact center agents along with Team Leader.
Analyze quality and performance trends to provide recommendations for improvement.
Prepare QA-related reports.
Oversee quality assurance including contact monitoring, evaluation, and calibration scoring.
Communicate with leadership and other team members about quality problems and develop improvement plans.
Ensure team awareness regards of all processes, procedures, and technical documentation relevant to the department.
Nasze wymagania
Excellent written and verbal communication in Polish and English.
Good understanding of the systems actively used by the service.
Ability to apply creativity to solutions.
Good attention to details and analytical skills - expansively and view situations from multiple perspectives
Good knowledge of Microsoft Office products (Excel, PowerPoint)
Working Collaboratively
Accountability
Adaptability
Initiative: Being proactive
Planning & Organizing
At least High school diploma or equivalent, College level preferred.
Previous QA experience in BPO and Customer Service and/or technical account
Mile widziane
• Have a proven track record demonstrating the skills and qualities outlined in this document.
