Responsibilities:
Conduct systematic and comprehensive evaluations of call interactions between call center agents and customers.
Analyze calls for adherence to established scripts, policies, and procedures.
Evaluate agents’ communication skills, product knowledge, and problem-resolution capabilities.
Provide constructive and detailed feedback to call center agents based on call assessments.
Conduct one-on-one coaching sessions to address performance gaps and enhance agent skills.
Collaborate with team leaders and managers to implement improvement plans for individual agents.
Generate detailed and insightful reports on the quality performance of call center agents.
Identify trends, patterns, and areas for improvement based on assessment findings.
Communicate quality metrics and trends to management, suggesting actionable recommendations.
Conduct customer satisfaction and feedback surveys over the phone.
Gather and analyze customer feedback to identify areas for improvement.
Collaborate with other departments to implement changes based on customer feedback.
Requirements:
Be a holder of an Undergraduate degree or a diploma certificate
Proven experience in a call center setting, preferably in a quality assurance role.
Strong verbal and written communication skills for providing clear feedback and generating insightful reports.
Integrity and a strong sense of ethics
Understanding of customer satisfaction principles and ability to conduct surveys and analyze feedback to improve service quality.
