- The Quality Assurance (QA) Specialist is responsible to assure that professionalism, productivity and quality are maintained and continually improved throughout the organization.
- It is charged with monitoring and assessing Call Center Sales and Customer Service calls for quality, efficiency and performance.
- The Call Center Quality Assurance (QA) Specialist will monitor inbound/outbound calls and assess associates' demeanor, technical accuracy, customer service/sales performance, conformity to company policy and procedures and CMS guidelines and regulations.
Essential Duties and Responsibilities:
- Reviews quality of work and performance of Sales Agents through live monitoring and use of call recording system and applications.
- Identifies training needs and communicates needs to training department as needed.
- Compiles Quality Assurance (QA) assessments of call center agents, and documents results within established repository in accordance with defined departmental policies and procedures.
- Uses quality monitoring system to compile and track performance at team and individual level.
- Engages in calibration sessions on calls for all products/programs with call center management.
- Provides actionable data and feedback to call center managers and leadership team.
- Identify and recognize call center quality and performance trends and communicate to leadership team.
- Works with internal business units to increase awareness of the importance of the compliance, FWA plans and the Code of Conduct.
- Creates and maintains standardized workflows and procedures. Provides recommendations for change and participates in analysis of workflows and procedures to improve accuracy/efficiency.
- Prepares and analyzes internal and external quality reports for management staff review
- Perform other duties as assigned
Candidates who have worked/lived in US Canada - Experience in BPO industry is a must
Education and Work Experience:
- Bachelors
- Minimum 1 year experience in Call Center Quality Assurance (QA) role
- Teamwork, flexibility, reliability, and mentoring skills are required
- Attention to detail and excellent follow up skills
- Pleasant, friendly, professional manner, excellent English verbal and written communication skills,
including excellent listening and speech.
- Requires a positive attitude, the ability to work independently or as part of a team, and have a genuine interest in people and desire to help.
- Experience working in a fast-paced environment and with ability to multi-task
- Market competitive salary based on skill level and experience,
- Performance-based bonuses (uncapped)
- Transportation allowance/Transportation and
- Application access to the company’s US Training Program
Applicants must note that MIW PK work hours are 5:30/6:30 PM to 2:30/3:30 AM. This is an on-site only position.
MIW is a US based recruiting firm specializing in recruiting, selecting, placing and evaluating the best independent talent on behalf of clients in technology, engineering, finance & accounting, sales & marketing, business development & capture management, program and project management and other roles. Since the very beginning of our business, we've been connecting our clients with hard to find talent in the Information Technology domain. Our expertise spans across a wide array of subdomains including Systems Engineering & Administration, Network Engineering & Administration, HelpDesk Support, Software Engineering & Development, CyberSecurity, Cloud Computing, Data Science, Big Data and Analytics, Technical Writing, Enterprise Architecture and many more. Our recruiters hold advanced degrees and are trained to do technical evaluations.
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