
International Voice Quality Specialist
17 hours ago
Job Overview
- This role is responsible for assessing inbound and outbound calls based on quality parameters, providing constructive feedback to agents, identifying gaps in communication, and preparing quality reports.
Key Responsibilities
- Call Evaluation: Monitor and evaluate calls to ensure compliance with established standards.
- Agent Coaching: Provide regular coaching sessions to help agents improve their performance and identify areas for growth.
- Process Analysis: Analyze communication, process adherence, and customer handling to identify areas for improvement.
- Reporting and Dashboards: Maintain accurate and timely reports, dashboards, and analysis for leadership.
- Process Improvement: Drive customer satisfaction through initiatives focused on CSAT, NPS, and FCR.
Qualification Requirements
- Educational Background: Graduate degree from any stream.
- Work Experience: Minimum 1-3 years of experience as a quality analyst in an international voice process.
Benefits
- Opportunity for Growth: Chance to develop skills and advance in the organization.
- Collaborative Environment: Work with a team dedicated to delivering exceptional results.
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