Job Description
This is an executive level position. The prospect will be reporting to the Assistant Manager Quality Assurance. The selected candidate will be responsible for the following:
- Evaluating each and every agent on their assigned project every month by using the standard QA evaluation form.
- Providing feedback to the agents he evaluates by coaching them on their weak areas in the training & coaching sessions.
- Evaluating every agent on the assigned project >= 12 times / month to ensure the evaluations of every agent are done using the standard evaluation form & by updating their assignments.
- Providing qualitative & quantitative feedback for every assigned agent periodically & month end for the Bonus report by writing their comments on the bonus report against each agent.
- Conducting monthly Calibration & Training sessions by sending the recordings one day prior and discussing the calls & general feedback in the sessions.
Job Specification
The Applicant must possess:
- Excellent communication skills
- Good written English skills
- Flexibility of working on weekends as well as over time
- Strong decision making skills
- Sharp listening skills
- At least 1 year experience working in the Call center/QA Departments