QA Executive - Contact Center

I2c   •  

Omaha, NE

Less than 5 years

Posted 180 days ago

  by    Ammar Javed

This job is no longer available.

Job Description:

  • Primarily responsible to work on quality process implementation and improvement.
  • Contributes in design of call monitoring formats and quality standards.
  • Performs weekly, bi-weekly or monthly call monitoring and provides feedback to site manager.
  • Uses quality monitoring system to compile and track performance at team and individual level.
  • Participates in customer and client listening programs/sessions to identify customer needs and expectations.
  • Provides actionable data to various internal support groups as needed.
  • Coordinates and facilitates call calibration sessions for contact center agents.
  • Provides feedback to contact center team leaders/supervisors and managers and suggest improvement measures.
  • Prepares and analyzes internal and external quality reports for management review.
  • Defining SOPs and scripts for contact center agents.
  • Contributes in refining details and standardizing procedures and scripting to ensure a uniform approach by the whole team.
  • Preparing and conducting weekly quizzes, compile and analyze the results, and share feedback with the team leads/supervisors and/or site manager.
  • Provide training, coaching, feedback and assistance to contact center agents to ensure they understand new policies and procedures or product/service updates for quality.
  • Responsible for information security tasks within own work scope.
  • Any task assigned by the management.

We are looking for:

  • Minimum Education: Bachelors degree
  • RequiredExperience: 1+ years relevant experience.

Skills:

  • 1+ years of relevant experience in a similar capacity.
  • Excellent oral, written and interpersonal communication skills.
  • Exceptional listening and analytical skills.
  • Strong knowledge of customer care processes and techniques.
  • Demonstrated ability to work well in a team environment.
  • Dedication to providing exceptional customer service.