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Posted Jul 22, 2020
PKR. 40,000 - 50,000/Month
Job Description:
- The Quality Assurance Supervisor reports to the Quality Assurance Manager.
- Supervise a group of Quality Assurance Representatives who are responsible for Quality Assurance evaluations for inbound call center as well as administrative functions.
- This position partners with the QA Representatives to ensure that the overall quality of the customer experience meets company and partner expectations.
Job Duties:
Partner with team supervisors and leads to ensure agents meet corporate and partner key performance indicators (KPI s)
- Develop action plans to drive improvement (provide base line statistics and reporting showing the effectiveness of action plan)
- Monitor and evaluate QA Rep performance for consistency in adherence to company guidelines and provide direct feedback to representatives regarding strengths and weaknesses.
- Mentor and coach representatives by providing constructive analysis of their work and measurable performance improvement goals that enhance the customer experience.
- Maintain department reporting of QA scores and trending.
- Collaborate with trainers and QA Reps to establish a positive team environment that supports and reinforces best-in-class customer service practices.
- Ensure that all QA Representatives are meeting statistical targets and provides action plans for those that fall below expectations.
- Manage productivity goals, staffing, scheduling and daily tasks.
- Provide program and agent performance reporting, including statistical analysis and reporting.
- Maintain proper documentation of call performance and associated corrective measures as applicable.
- Coordinate issue resolution for all levels of escalated issues.
- Make recommendations to management regarding the development of policies and procedures; identify and implement processing efficiencies; identify trends and continuing education opportunities.
- Lead calibration sessions and breakout training sessions as needed. Support new hire and on-going QA training initiatives as needed.
- Stay up to date on new products, procedures and marketing initiatives. Ad hoc projects.
Job Details
Industry:
Functional Area:
Total Positions:
1 Post
Job Shift:
First Shift (Day)
Gender:
No Preference
Minimum Education:
Bachelors
Career Level:
Experienced Professional
Minimum Experience:
3 Years
Apply Before:
Aug 23, 2020
Posting Date:
Jul 22, 2020
Digitech Outsourcing Solution PVT LTD
BPO · 101-200 employees - Lahore
We are a BPO company providing Call Center BPO services to clients around the world.
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