Quality Assurance

Mô tả công việc
Quality Monitoring & Auditing
Monitor, evaluate, and audit a consistent sampling of inbound and outbound customer interactions, including voice calls, chat, and email.
Ensure high standards of departmental productivity by meeting specified targets for the number of interactions monitored and evaluated per month.
Participate in calibration sessions and call listening sessions with Quality staff, Delivery teams, and clients to ensure scoring consistency and best practices.
Process Improvement & Stakeholder Reporting
Perform internal quality audits periodically to determine process control, identify efficiencies, and recommend necessary changes.
Report evaluation results accurately to appropriate business stakeholders, including Quality Leadership, Delivery Teams, Clients, Account Management, and Resource Unit partners.
Contribute to maintaining comprehensive forms and legend documents to reflect current quality standards.
Knowledge Management & Performance Support
Maintain a strong program knowledge base with a solid understanding of client products, services, and overall program strategies.
Support management in reviewing key drivers, metrics, and operational processes, including Training, to drive balanced scorecards and profitability goals.
Participate in quality task forces with key business stakeholders and maintain currency on program updates through regular phone-time sessions.
Yêu cầu công việc
Education & Qualifications
Associate or Bachelor's Degree from an accredited college or university.
Experience & Knowledge
Two to four years of relevant professional experience is highly preferred.
Demonstrated understanding of customer contact center operations and quality assessment methodologies.
Skills & Competencies
Strong attention to detail and ability to analyze customer interactions objectively.
Strong communication skills, both written and verbal, for effective reporting and feedback delivery.
Proficient in Microsoft Office applications for documentation and data reporting.
Demonstrated ability to multi-task and meet strict timelines for all deliverables.
Personality & Attitude
Self-starter with a strong sense of urgency.
Highly capable of working effectively under pressure.