Quality Assurance Agent
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Job Location:
Monthly Salary:
Posted on:
4 hours ago
Vacancies:
1 Vacancy
Job Summary
Job Summary
We are a world-leading smart mobility SaaS company with oversubscribers across 23 countries and we are looking for a Quality Assurance Agent to join our team. Our teams are collaborative vibrant and fast-growing and all team members are empowered with the freedom to influence our business with ideas that drive innovation and efficiency.
Responsibility
Assess and rate inbound and outbound calls according to company quality standards;
Communicate results to agents and supervisors on a daily basis and provide feedback;
Consolidate agent scores and draft monthly team report;
Provide consolidated feedback to managers and supervisors on a monthly basis;
Be able to communicate with agents and supervisors across Asian team.
Requirements
Diploma or Degree in Business Communications Customer Service or related field;
Minimum 13 years of experience in Quality Assurance Call Centre Customer Service or related environment;
Experience in monitoring and evaluating inbound and outbound customer service calls;
Strong understanding of quality assurance processes scorecards and performance metrics;
Good communication and interpersonal skills to provide constructive feedback to agents and supervisors;
Proficient in Microsoft Excel PowerPoint and reporting tools;
Detail-oriented with strong listening and analytical skills;
Able to work independently and manage multiple tasks within deadlines;
Experience working in regional or multicultural teams is an advantage;
Knowledge of customer service KPIs and compliance standards;
Experience in contact center quality monitoring tools.
