Quality Assurance Executive (Call Center)

Job description:

The Quality Assurance Executive assesses call quality to ensure that CSRs deliver their role in line with the company and client’s quality values and methodology.

Responsibilities

• Monitoring of Calls – 20-30 calls per day
• Daily/weekly/monthly reports and other communication materials to highlight quality metric performance achievements and identify areas of opportunities
• Input data pertinent to quality measurement database systems for capturing, analyzing, and providing timely and accurate reporting on call center performance.
• Identify and report any required training issues to department management and trainers.
• Take an active part in the evolution of the attribute document.
• Identify changes that need to be made to our evaluation process.
• Create scripting and resources for agents when requested or needed.
• Provide in-depth comments on evaluations for manager coaching.
• Follow up with issues identified to ensure they are resolved.
• Contributes to QA scorecard evaluations used in monthly, quarterly, and annual performance reviews.

Requirement

· Education: Should possess bachelor’s degree (Intermediate may also apply).

· Experience: 02 to 03 years of relevant experience.

· Must have excellent communication skills (both written and spoken).

· Must be a team player.

Job Type: Full-time

Pay: Rs60,000.00 - Rs80,000.00 per month

Work Location: In person