JD:
Key Responsibilities:
- Monitor live and recorded inbound/outbound calls for quality assurance purposes.
- Evaluate agent performance based on established metrics (e.g., tone, adherence to script, resolution accuracy).
- Identify strengths and areas of improvement in customer interactions.
- Prepare call analysis reports with actionable insights and recommendations.
- Work with training and operations teams to enhance call quality and customer satisfaction.
- Track and analyze trends in customer issues, complaints, or feedback.
- Ensure compliance with company policies, procedures, and regulatory requirements.
- Assist in the development of training materials and quality scorecards.
- Provide regular feedback and coaching support to agents and team leaders.
- Participate in calibration sessions to align on scoring standards across QA teams.