Chuyên Viên Kiểm Soát Chất Lượng Cuộc Gọi (Quality Assurance)

Ensure Quality Monitoring is done to improve overall quality performance across the project based on the quality standards
Provide feedback and coaching based on quality audits, complaints, and seller satisfaction
Remarks to improve their communication and overall quality performance
Train Agents on soft skills, call handling, and communication skills, new implementations, and process changes
Provide report and analysis on quality progress
Ensure contact reason categories are tagged correctly
Generation process and guidelines for Agents to adhere
Ensure recoveries are done
Attend calibration and meetings to ensure requirements are on par
Analyze the root cause of the issue and be able to design an action plan.
Document Contact Center quality concerns and trends for procedural changes, recommendations, and training.
Provide information to assist in the performance feedback and to increase motivation concerning Contact Center quality concerns.
Test products and procedures to establish functionality and effectiveness.
Manage BPO performance to achieve KPIs
Other duties as assigned