🎯
Full-Time Opportunity: This is a permanent, full-time position with a competitive package and real career growth potential.
Job Description
Responsibilities
- Develop and maintain quality objectives and measures for the effectiveness of sales and service in line with best practices
- Setup management-approved key metrics and monitor performance on each metric
- Ensure continuous improvements on the evaluation metrics
- Compile and present reports on performance metrics to management, highlighting areas of success and areas needing improvement
- Report on performance on key metrics to management satisfaction
- Manage the system configuration for monitoring performance on defined metrics (scorecards, dashboards, and reports)
- Sales and customer support 30%
- Continuously measure the quality of voice calls, video calls, live chat, email, and text messages
- Interpret QA scorecard results and advise on midcourse corrections and/ or improvements
- Listen to live or recorded calls to evaluate sales and customer service agents' performance
- ...