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 Head Office
Uses quality monitoring system to compile and track performance at team and individual level
Provides actionable data to various internal support groups as needed
Prepares and analyzes internal and external quality reports for management review
Defining SOPs and scripts for contact center agents
Any task assigned by the management
Quality inspection, auditing and testing experience preferably with a background from call center.
Soft, polite and good understanding of customer services.
Strong computer skills including Microsoft Office and databases
Flexible and open personality.
Good verbal and written communication skills.
Data collection, management and analysis skills
Problem analysis and problem solving
Planning and organizing
Customer service orientation
Spark to learn and make a career in the relevant field.