Quality Coach
Posted on :
27-02-2025
Employer Active
1 Vacancy
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Job Description
- Monitor inbound and outbound calls/activities and evaluate agents performance concerning the quality of service offered through different channels.
- Being able to handle multiple LOBs (Call Center Outbound Digital Channels & Backoffice)
- Monitor either remotely or on a recorded basis and evaluates agents team leaders performance (script data process consistency product knowledge and behaviour) for all transactions to ensure quality of service.
- Compile and track performance for teams and individual level.
- Give recommendations for process improvements based on agent development and the customer experience and feedback.
- Record Quality Assurance results per transaction on a daily weekly and monthly basis.
- Provide supervisors with detailed clear and professional performance feedback.
- When needed perform mystery calls to ensure accurate and consistent information delivery to the customers.
- Provide voice of customer report Analysing and investigating products and services complaints or report quality issues to ensure closure in accordance with company guidelines.
- Assists in developing creating and implementing various quality processes procedures and enhance the process flow.
- Perform coaching sessions on transactions monitored.
- Quality Certification for newly hired Agents.
Qualifications :
- Experience not less than 2 years in the same field Customer operations & Quality
- Very good communication skills both written and verbal.
- Excellent data collection and analysis skills.
- Good monitoring skills.
- Good problemsolving skills.
- Good knowledge of Microsoft Office (Excel PowerPoint)
- Experience in Ecommerce is an advantage
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
Key Skills
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