Posted Aug 10, 2020
We are hiring a Customer Service Quality Assurance Executive. The primary goal will be maintaining a high and consistent level of support quality across the team.
It will assume your responsibility that, regardless of the agent approached or the support channel used, customers always get similarly excellent treatment.
Responsibilities:
- Maintain and develop internal support and call center quality standards.
- Review a subset of support agents’ conversations.
- Assess support interactions based on internal standards.
- Accompany evaluations with meaningful and constructive feedback.
- Discuss and explain feedback in regular meetings.
- Analyze all customer service metrics (e.g., FRT, ART, Knowledge, Understanding, Grammar, etc.) and how the support team’s performance affects those KPIs.
- Assist QA manager in how to improve agents performance with specific instructions and constant support.
- Participate in calibration sessions to maintain consistency in internal evaluations.
- Positively contribute to team culture.
Requirements:
- Experience in the customer service space.
- Proven track record of analytical skills.
- Hands-on expertise in quality assurance.
- Great people skills and ability to communicate (negative) feedback.
- Problem-solving capabilities to create meaningful strategies to improve support quality.
Job Details
pVirtism is a fast growing BPO and technology consulting company . We take pride in a thriving learning culture , experimenting with technology is our favorite part time. At Virtism we don't just do the job- we do it right. And perhaps it is this obsession of doing things right, along with attention to detail that brings customers back to us time and again. We have been delivering quality to our customers and have a proven track record of 6+ years. Our Clients are among the who's who of Global Businesses. We take great pride in our collaborations and partnerships, building lifelong relationships that are mutually beneficial./p
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