Job Detail

Bachelor’s degree or candidates with backlogs in degree can also be considered.

1–3 years of experience in a voice process quality assurance role (preferably in a call center environment). Must be fluent in English language.  Experience in handling or analyzing customer service interactions is an advantage.

Key Responsibilities:

Monitoring and Evaluation:

o Review and evaluate customer service calls, emails, or other voice interactions to assess adherence to company guidelines, policies, and quality standards.

o Score interactions based on predefined quality criteria (e.g., tone, accuracy, resolution time, professionalism).

o Identify and document areas for improvement in agent performance.

 Feedback and Coaching:

o Provide constructive feedback to agents on their performance, highlighting areas for improvement and commending positive behaviors.

o Assist in the development of training materials and sessions to enhance agent skills based on feedback from evaluations.

o Conduct one-on-one coaching sessions with agents to improve their performance and customer service techniques.

Compliance and Standards Monitoring:

o Ensure agents follow standard operating procedures (SOPs), regulatory requirements, and internal policies during customer interactions.

o Monitor service level agreements (SLAs) and performance targets, ensuring agents consistently meet or exceed them.

o Identify trends or recurring issues in agent behavior and escalate when necessary.

Reporting and Documentation:

o Maintain accurate records of evaluations, performance reports, and improvement plans.

o Prepare and present regular quality reports and metrics to management, identifying trends and providing insights for process improvement.

o Track and analyze performance data to recommend strategies for optimizing quality.

Collaboration and Support:

o Work closely with team leaders, supervisors, and managers to implement quality improvement initiatives and resolve performance-related issues.

o Participate in regular meetings to discuss quality goals, challenges, and opportunities for improvement.

o Help agents understand quality expectations and guide them in achieving performance goals.

Process Improvement:

o Identify gaps in customer service processes or agent performance and suggest improvements to enhance the customer experience.

o Participate in the development and refinement of quality assurance guidelines, training programs, and best practices.

o Conduct root-cause analysis for quality issues and recommend corrective actions.

Customer Experience Enhancement:

o Assist in improving the overall customer experience by ensuring that interactions are professional, efficient, and aligned with the brand's standards.

o Monitor customer satisfaction feedback and suggest improvements in processes and training based on customer insights.