Tasks and Responsibilities:
- Monitor Agent's call and review emails for accuracy of information and call handling standards.
- Deliver coaching feedback to agents on call ans email performance.
- Provide the Business and Operation Head and Team Leader with regular performance feedback on the agents.
- Prepares and analyzes quality reports for Management review.
- Participates in the design of quality monitoring forms ans quality standards.
- Responsible for monitoring and documenting Agent's call quality.
- Evaluates both verbal and written customer contact by agents.
- Able to work extended hours when required.
Qualifications:
- College Graduate or College Level
- Minimum 1-2 year experience in a call center customer service environment
- Experience in a Quality Assurance Role
- Effective feedback and coaching skills
- Excellent oral and written communications
- Strong interpersonal skills / Performance-oriented
- Ability to manage time effectively and meet deadlines and requirements accordingly
- PC and software skills- functional knowledge of excel, access and word required