We are looking for our next qa specialist for contact centre main activities are:
1. monitor and evaluate agent-customer interactions (calls emails chat etc.) to assess adherence to quality standards policies and procedures.
2. conduct call monitoring and scoring using established quality scorecards and evaluation criteria.
3. provide constructive and actionable feedback to contact center agents based on evaluation findings to drive performance improvement.
4. participate in calibration sessions with team leaders and trainers to ensure consistency and objectivity in the evaluation process.
5. analyze quality metrics (e.g. quality scores customer satisfaction (csat) first contact resolution (fcr)) to identify trends root causes of issues and areas for improvement.
6. prepare comprehensive quality reports and performance analyses for management and relevant stakeholders.
7. collaborate with the training and coaching teams to develop and recommend targeted training programs based on identified skill and knowledge gaps.
8. assist in the development and maintenance of quality assurance standards scorecards and process documentation (sops).
9. ensure agents comply with regulatory requirements and company policies related to customer interactions and data privacy.
10. identify and report systemic operational or process issues that impact customer experience or agent performance.
qualifications :
experience on contact centre: quality assurance supervisor or similar.
1. 1-3 years of experience in a contact center environment preferably in a quality assurance (qa) or coaching role.
2. demonstrable prior experience monitoring and evaluating customer interactions (calls emails chat).
3. experience conducting calibration sessions with leadership and training teams is highly desirable.
4. exceptional attention to detail: must be meticulous in evaluating interactions against complex criteria.
5. strong analytical and critical thinking skills: the ability to be objective and data-driven in assessments.
6. outstanding communication skills (written and verbal): essential for delivering clear constructive and professional feedback to agents and creating comprehensive reports for management.
7. coaching and interpersonal skills: the capacity to deliver feedback empathetically and motivate agents to improve their performance.
8. time management and organization: ability to manage a high volume of monitoring tasks and meet deadlines.
9. problem-solving: proactive approach to identifying and proposing solutions for quality or process gaps.
additional information :
capabilities:
supporting and cooperating
interacting and presenting
analysing and interpreting
adapting and coping
remote work :
no
employment type :
full-time