Review agents’ conversations across all contact touchpoints to measure teams’ performance and track customer support quality.
- contribute to call calibration sessions to evaluate agent performance.
- identify lapses in agents’ performance and provide constructive feedback for improvement.
- engage in customer listening to identify customer pain points and expectations.
- drive the implementation of improved customer engagement strategies to increase agents’ efficiency.
- ensures communication is effectively delivered and appropriately addresses all customer concerns.
*requirements*:
- have hands-on experience working in call center quality assurance or related roles.
- be tech-savvy and competent in microsoft office suite or google workspace.
- knowledge and experience tracking key customer service qa metrics.
Proven qa call center experience
*salary*: $6,500.00 per week
*education*:
- high school or equivalent (required)
*experience*:
- call center: 3 years (required)
- qa agent: 3 years (required)
*language*:
- english 85% (required)
work location: in person