Ensure and maintain the quality of each sales and call process by identifying compliance with the company?s internal rules and procedures, in order to guarantee the accuracy and clarity of the information received and provided to the customer.
Monitor Calls
Ensure that all calls comply with relevant legal and regulatory requirements, such as GDPR, TCPA, or other local regulations.
Ensure that agents follow the provided scripts and protocols, and that any deviations are appropriate and effective.
Identify Training Needs: Based on QA evaluations, identify areas where agents require additional training or coaching.
Conduct Training Sessions
Generate regular reports on call quality, including trends, common issues, and overall performance metrics.
Investigate recurring problems or trends in agent performance and suggest corrective actions.
Maintain dashboards or scorecards to visually represent key QA metrics for easy monitoring and review.
Quality Improvement Initiatives
Establish a process where QA insights are shared with management and used to refine scripts, processes, and training programs.
Analyze customer feedback to identify areas where the call center could improve and incorporate this into QA processes.
Manage and optimize the use of QA tools and software for monitoring and evaluation purposes.
Ensure that data used for QA is accurate and that all recordings and notes are properly logged and stored.
Collaborate with team leaders, supervisors, and managers to ensure QA standards align with overall business objectives.
Act as a support resource for agents, helping them understand QA expectations and how they can improve their performance.
TIPO DE CONTRATO:
Contrato por tiempo indefinido
EDUCACIÓN MÍNIMA:
Universidad
AÑOS DE EXPERIENCIA:
1 años
JORNADA LABORAL:
Tiempo Completo
ID: Jobrapido
Monitor Calls
Ensure that all calls comply with relevant legal and regulatory requirements, such as GDPR, TCPA, or other local regulations.
Ensure that agents follow the provided scripts and protocols, and that any deviations are appropriate and effective.
Identify Training Needs: Based on QA evaluations, identify areas where agents require additional training or coaching.
Conduct Training Sessions
Generate regular reports on call quality, including trends, common issues, and overall performance metrics.
Investigate recurring problems or trends in agent performance and suggest corrective actions.
Maintain dashboards or scorecards to visually represent key QA metrics for easy monitoring and review.
Quality Improvement Initiatives
Establish a process where QA insights are shared with management and used to refine scripts, processes, and training programs.
Analyze customer feedback to identify areas where the call center could improve and incorporate this into QA processes.
Manage and optimize the use of QA tools and software for monitoring and evaluation purposes.
Ensure that data used for QA is accurate and that all recordings and notes are properly logged and stored.
Collaborate with team leaders, supervisors, and managers to ensure QA standards align with overall business objectives.
Act as a support resource for agents, helping them understand QA expectations and how they can improve their performance.
TIPO DE CONTRATO:
Contrato por tiempo indefinido
EDUCACIÓN MÍNIMA:
Universidad
AÑOS DE EXPERIENCIA:
1 años
JORNADA LABORAL:
Tiempo Completo
ID: Jobrapido