Customer Care-Performance & Process Management-Quality Management

Responsibilities

• Driving the Quality of BPO Agents: Enhance agent performance through targeted quality initiatives.
• Designing Analytical Frameworks: Identify performance gaps through data analysis.
• Collaborating with BPO QA: Work closely to address and close performance gaps among agents.
• Creating Monitoring Frameworks: Develop strategies for monitoring low-performing agents.
• Conducting Side-by-Side Monitoring: Engage in random live call and chat listening for real-time performance assessment.
• Leading QA Calibration Exercises: Facilitate calibration sessions to align quality assessment criteria.
• Maintaining the Knowledge Base: Ensure all resources are current and accessible for team members.
• Responding to Requests from the Quality Lead: Provide timely support and information as needed.
• Implementing Continuous Improvement Initiatives:

Job Requirements

• Intermediate English Proficiency or Above
• Bachelor’s Degree in a related field
• 2-3 Years of Experience in the relevant industry
• Strong Analytical and Listening Skills
• Effective Communication and Interpersonal Skills
• Proficiency with Databases and Microsoft Office
• Knowledge of QA Terms, Tools, and Methodologies
• Analytical, Problem-Solving, and Decision-Making Skills
• Customer Service Competency
• Ability to Work Collaboratively in a Team Environment
• Experience Working with BPOs