Quality Assurance Specialist
Posted on :
07-04-2024
Employer Active
1 Vacancy
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Job Description
Req ID : 2696300
- Monitor Agents calls and review emails for accuracy of information and call handling standards
- Ensure that Agents are delivering a high level of customer service using call driver analysis, repeat caller analysis and other data consolidation tools
- Verify that agents are providing accurate solutions to customers
- Record evaluations utilizing departmental quality monitoring forms
- Deliver coaching feedback to supervisors and/or agents on call and email performance
- Provide Supervisors and Managers with regular performance feedback on the agents
- Prepares and analyzes quality reports for Management review
- Perform root cause analysis and report to management
- Participate in development of reference documents to drive quality improvement
- Participates in the design of quality monitoring forms and quality standards
- Conducting Calibration sessions with supervisors and management
- Conducting counter audits to ensure Sage is calibrated
- Transcribing calls for management and/or legal
- Perform any other duties as assigned
Employment Type
Full Time
Key Skills
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