The following are the duties you’ll be responsible for:
Call monitoring to ensure agents are interacting with customers in accordance to company guidelines while solving the client’s needs
Agent engagement through conducting training, coaching and mentorship programs so agents fully understand the QA metrics.
Assist in the preparation of QA documents and distribution to call center agents.
Conducting call audits to determine areas of improvement and monitoring agents performance as per the QA metrics.
Conduct comprehensive deep-checks analyses on evaluated sales interactions to uncover recurring performance gaps, identify coaching opportunities, and generate insights that drive continuous quality and sales improvement.
Plan and schedule QA training,one on one coaching and calibration sessions.
Assess agents monthly performance by working closely under the supervision of the QA manager.
Improving overall call center efficiency through constant improvement of agent’s behaviors, sales performance and customer experience through training.
Compliance monitoring ranging from agents’ communication skills, following scripts, problem-solving ability, sales skills and ensuring customer retention.
Attend and actively participate in QA meetings.
Provide weekly reports to the QA Manager on calls audits and recommendations on areas of improvement.
