
High-Quality Services
7 hours ago
Quality Control Specialist
About the Role:We are seeking a Quality Control Specialist to ensure high-quality services by evaluating and scoring calls, providing feedback and coaching to agents, identifying areas for improvement, and supporting process enhancements.
Main Responsibilities:- Evaluate inbound/outbound calls against defined quality metrics.
- Deliver constructive feedback and coaching to enhance agent performance.
- ID gaps in communication, process adherence, and customer handling.
- Develop and maintain quality reports, dashboards, and analysis for senior management.
- Support initiatives to drive customer satisfaction (CSAT, NPS, FCR).
- Bachelor's degree in any field.
- Minimum 1-3 years of experience as a Quality Control Specialist in an international voice process.
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