Job Description
We are seeking a Voice Quality Assurance Specialist for our expanding call center operations. Ideal candidate would possess at least 1 year of QA Assurance experience from a reputed USA based BPO and be equipped with exceptionally honed listening skills.
Responsibilities
- Perform live call monitoring and provide trend data to the site management team.
- Perform daily evaluations of customer interacting departments.
- Participate in all QA meetings, training and workshops to be aligned with the team and better understand the updates and processes.
- Making and sharing daily productivity reports.
- Participate and coordinate in calibration sessions.
- Call Scoring according to call evaluation.
- Provides feedback to Sales reps, team leaders, and managers.
- Conduct feedback and training sessions for reps.
- Resolve any disputes filed by reps, TLs, and/or Managers.
- Prepares and a...