Junior Quality Assurance Specialist (Customer Service/ Call Center)

Mô tả Công việc
QA(OPS) will be directly responsible for tasks including (but not limited to):
Ensuring Quality Monitoring is done to improve overall quality performance across the project based on the quality standards.
Providing feedback and coaching based on quality audits, complaints, and patient/doctors's satisfaction.
Training agent on soft skills, call handling, ticket handling, and communication skills.
Providing report and analysis on quality progress to Manager/Head.
Training agent on new implementations and process changes.
Analyze the root cause of the issue and 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 (from Supervisors to Agents) and to increase motivation concerning Contact Center quality concerns.
Manage team performance to achieve KPIs of CSAT, CQM.
Participating in internal & external calibrations.
Ensuring that internal policies, procedures, and compliance regulations are being followed
Identifying operational / training issues and helping team in fixing these gaps.
Support team to build SOP.
Support ad-hoc audits.
Ensuring Quality Monitoring is done to improve overall quality performance across the project based on the quality standards.
Providing feedback and coaching based on quality audits, complaints, and patient/doctors's satisfaction.
Training agent on soft skills, call handling, ticket handling, and communication skills.
Providing report and analysis on quality progress to Manager/Head.
Training agent on new implementations and process changes.
Analyze the root cause of the issue and 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 (from Supervisors to Agents) and to increase motivation concerning Contact Center quality concerns.
Manage team performance to achieve KPIs of CSAT, CQM.
Participating in internal & external calibrations.
Ensuring that internal policies, procedures, and compliance regulations are being followed
Identifying operational / training issues and helping team in fixing these gaps.
Support team to build SOP.
Support ad-hoc audits.