Mô Tả Công Việc
- Regularly review the backlog of agents to find out potential compliance issues/case handling issues/process issues, report to leadership team in a timely manner.- Make recovery call for risky cases to minimize high-risk cases to drive CSAT.- Monitor, evaluate and / or audit samples of inbound and/or outbound calls and other contact methods including non-voice.- Maintain strong program knowledge base; basic understanding of client products, services and/or program strategies.- Support management focus on review of key drivers, metrics, and operational processes (including Training) that drive Balanced Scorecards and count profitability goals.- Provides accurate and timely reports on a daily, monthly, month-to-date and year-to-date rolling basis on call quality, productivity, availability, and other key metrics as determined.- Be responsible for physical compliance audits and maintain zero compliance issues in the team. Quality Analyses: Produce all quality analysis information required to maintain the performance at level of target required (statistical, Drivers, Attributes, etc.)Key Measure:- Successful implementation of process improvements- A common quality language regarding processes and improvements used in the organization - Knowledge of key principles of quality management distributed in the organization
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Yêu Cầu Công Việc
- Available for night shifts (May work one shift during either of the following time slots: 20:00 - 5:00 or 23:00 - 8:00, onsite at the company office)- Have at least 1-year experience in QA in BPO, Contact center industry.- Excellent speaking and writing in English.- Experience in managing quality performance targets desired.- Strong determination for KPI achievement.- Disciplined and highly motivated to motivate and encourage the team for improvement.- Excellent oral, written, and interpersonal communication skill.- Demonstrated problem-solving skills, strategic and analytical capabilities.- Having experience/background in IT, Tech Support, high-tech projects is a big plus.
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Hình thức
Full-time
Mức lương
Thỏa thuận
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