Quality Assurance

• Ensure the quality monitoring is done to improve overall quality performance across the project based on the quality standards
• Provide feedback and coaching based on quality audits, complaints and seller satisfaction remarks to improve on their communication and overall quality performance
• Train CSR’s on soft skills, call handling, ticket handling and communication skills
• Provide report and analysis on quality progress to HOCS
• Ensure contact reason categories are tagged correctly
• Generate processes and guidelines for CSR’s to adhere
• Attend calibration and meetings to ensure requirements are on par
• Analyze the root cause of the issue and able to design an action plan.
• Document Contact Center quality concerns and trends for procedural changes, recommendations, and training.
• Provide information to assist in the performance feedback and to increase motivation concerning Contact Center quality concerns.
• Test products and procedures to establish functionality and effectiveness.
• Manage BPO performance to achieve KPIs of productivity, CSAT, CQM

• College
• Have 1+ year of experience in developing and implementing quality assurance programs in a call center environment
• Experience in providing performance feedback
• Experience managing and driving team calibration to QA requirement
• Good at English both written and spoken
• Good at MS skill
• Have the ability to solve problems quickly and independently while working in a fast-paced environment
• Have an exceptional listening skill
• Intermediate to advanced reporting skills
• Excellent ability to identify and analyze data for trends

Nice to have

• Experience in BPO
• Experience in Tourism/Hospitality/Aviation