Job Description
Full job descriptionPurpose and Scope of the Job:The Call Center Quality Assurance officer for service support is responsible for monitoring and documenting Agent call quality in support of the departmental quality goals and initiatives. Main Duties and Responsibilities/Performance StandardsEvaluates both verbal and written customer contact by Agents. This team member participates in the design of all quality monitoring formats and quality standards.Fairly and consistently reviews the calls and emails of Call Centre Agents for accuracy and coaches each Agent for success in executing superior service and quality to the customers.Documents the call quality results and provides feedback and trend data to the Supervisors and Manager as required.
Responsibilities + Skills
Education
Provides Supervisors and the Manager with regular performance feedback on the agents.
Experience
Experience: Minimum of 2 years of experience performing Quality Assurance in a call center environment preferred.
