Quality Assurance Specialist
Salary undisclosed
Checking job availability...
Original
Simplified
- 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.