Quality Assurance Executive

Overview

Job responsibilities focus on evaluating call center and customer service interactions, implementing quality assurance processes, and supporting performance improvement.

Responsibilities

• Conduct evaluations of Call Center and Customer Service interactions to ensure adherence to quality standards.
• Implement and maintain Quality Assurance processes and protocols.
• Evaluate the performance of Call Center and Customer Service representatives based on established criteria.
• Provide constructive feedback to enhance performance.
• Utilize basic Excel analysis skills to review and analyze performance data.
• Prepare reports on Quality Assurance findings and performance metrics.
• Communicate effectively with different stakeholders, including Call Center representatives and management.
• Provide training and support to improve performance.
• Identify areas for improvement in Call Center and Customer Service processes.
• Collaborate with relevant teams to implement process enhancements.
• Maintain accurate records of Quality Assurance evaluations and performance data.
• Ensure compliance with documentation standards.

Qualifications

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