Quality Assurance Specialist
1 week ago
Team member Quality (QA) is responsible for assessing the quality of the performance of our associates who deal with our existing and potential customer.
The QA will monitor the outbound call to assess associates technical accuracy, customer service performance, and conformity to company policies and procedures.
This individual will assist in developing, creating and implementing quality processes and procedures; as well as making recommendation for enhancements to training materials as needed to enhance the overall customer's experience.
Roles and Responsibilities:
Performs call monitoring and provide trend data, quality reports.
Utilize quality monitoring data management system to compile and track performance at team and individual level.
Performs call monitoring and provides trend data to management team Performs ACPT analysis for the calls audited to understand the gaps.
Participates in design of call monitoring formats and quality standardsCoordinates and facilitates call calibration sessions for staff.Prepares and analyses internal and external quality reports for management staff review. Perform other duties as assigned.
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Quality Assurance Specialist
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Quality Assurance Specialist
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thane, India 5paisa Full timeTeam member Quality (QA) is responsible for assessing the quality of the performance of our associates who deal with our existing and potential customer. The QA will monitor the outbound call to assess associates technical accuracy, customer service performance, and conformity to company policies and procedures. This individual will assist in developing,...
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