Quality Assurance Manager

Title: Quality Control Specialist

Job Summary:

We are seeking a meticulous and detail-oriented individual to join our team as a Quality Control Specialist. In this role, you will be responsible for monitoring and evaluating the quality of inbound and outbound calls to ensure adherence to company policies and procedures, as well as maintaining high standards of customer service.

Responsibilities:

- Monitor and evaluate calls according to established quality standards and guidelines.

- Provide feedback and coaching to call center agents based on quality evaluations.

- Identify areas for improvement in call handling, script adherence, and customer interaction.

- Generate reports and analyze data to track trends and performance metrics.

- Collaborate with call center management to develop and implement quality improvement initiatives.

- Conduct regular calibration sessions with team members to ensure consistency in evaluation practices.

- Stay updated on industry best practices and emerging trends in call center quality assurance.

Requirements:

- Previous experience in a call center environment, preferably in a quality control or monitoring role.

- Strong attention to detail and analytical skills.

- Excellent communication and interpersonal skills.

- Ability to provide constructive feedback and coaching to agents.

- Proficiency in using call monitoring software and Microsoft Office applications.

- Flexibility to adapt to changing priorities and work independently as well as part of a team.

Shift : 5:30pm - 2:30am

Education:

- Bachelors

This job description outlines the key responsibilities and requirements for the role of a Call Center Quality Control Specialist.

Job Type: Full-time

Jadwal:
 Night shift

Tunjangan:
 Paid sick time

Upah Tambahan:
 Performance bonus

Experience:
 Quality Assurance: 1 year (Preferred)
 total work: 1 year (Preferred)

Work Location: In person,