qa team lead ( Call Center)PersolKelly

Job Description:
Manage team: 5 headcounts Quality Assurance
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 seller satisfaction remarks to improve on their communication and overall quality performance
Training CSR's on soft skills, call handling, ticket handling, and communication skills
Providing report and analysis on quality progress to HOCS
Ensuring contact reason categories are tagged correctly
Generating process and guidelines for CSR's to adhere
Ensuring recoveries are done
Attending calibration and meetings to ensure requirements are on par
Training CSR on new implementations and process changes.
Analyze the root cause of the issue and able to design 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.
Test products and procedures to establish functionality and effectiveness.
Manage BPO performance to achieve KPIs of productivity, CSAT, DSAT, CQM