Job Description
· Monitor, evaluate, and score inbound calls against established quality assurance instruments and standards.
· Ensures the call center agents adhere to predetermined quality assurance standards and the business’s standard operating procedures
· Monitor calls to provide feedback regarding telephone etiquette, product information given, and procedures
· Provide performance expectations, action plans, and development plans to improve call quality
· Provide 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
- Current Vacancies: 1
- Experience: 4 years
- Desired Profile:
Should have at least 5 years experience overall out of which at least 5one years in Quality
Should have team management experience
Should have experience in managing overall quality processes
Medical background or education will be a big plus