Review quality of work performed by staff through live monitoring and use of call recording systems and applications.
Identifies training needs and communicates needs to the training department as needed.
Provides feedback to call center team leaders and managers.
Work closely with the QA Manager to anticipate training needs assessments, client requirements, and commencement of the plans without a fail.
Track the performance of employees to identify trends and make sure they meet sales and performance goals.
Make sure call center employees provide complete and accurate information to callers.
Provide feedback to telemarketers by monitoring calls; conducting daily and weekly help sessions.
Directing quality initiatives by requiring adherence to quality assurance policies and procedures developing new models; implementing changes.
Suitable Profile & Preferred Skill Set Required:
Effective listening and problem-solving skills
Excellent communication and presentation skills
Prior experience about Quality Assurance will be preferred
Proven ability to manage multiple responsibilities with a high attention to detail and professionalism
Excellent proficiency in MS-Excel (Stats/Graphs)
Excellent verbal, written, and interpersonal communication skills.
Exceptional listening and analytical skills