
Senior Quality Assurance Professional
1 week ago
Key Responsibilities:
- Monitor, evaluate, and score inbound/outbound calls according to established quality parameters.
- Offer constructive feedback and coaching to agents to enhance performance.
- Identify gaps in communication, process adherence, and customer handling skills.
- Preset and maintain quality reports, dashboards, and analysis for senior management.
- Support initiatives to boost customer satisfaction metrics such as CSAT, NPS, and FCR.
Qualification Requirements:
- Graduate degree from any field
- A minimum of 1-3 years' experience as a quality analyst in an international voice process environment
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