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Quality Assurance Specialist

Salary undisclosed

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  • Responsible for assessing call quality performance of each campaign within given set of measurements.
  • Conduct coaching for agents with repeated error and failed score for 2 consecutives, or as needed.
  • Facilitates internal and external call calibration sessions to ensure compliance with call quality standards.
  • Prepares minutes of the meeting for every call calibration.
  • Prepares and analyze weekly call quality reports to identify trends and areas for improvement.
  • Validate commendation and prepares incident report for valid customer complaint.
  • Responsible for assessing call quality performance of each campaign within given set of measurements.
  • Conduct coaching for agents with repeated error and failed score for 2 consecutives, or as needed.
  • Facilitates internal and external call calibration sessions to ensure compliance with call quality standards.
  • Prepares minutes of the meeting for every call calibration.
  • Prepares and analyze weekly call quality reports to identify trends and areas for improvement.
  • Validate commendation and prepares incident report for valid customer complaint.