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Quality Assurance Agent
Roles and Responsibilities
Monitor and score the performance of CSRs according to the call flow, or client evaluation form.
Attending client calibrations.
Develop training manuals that target tangible results.
Identify and recognize quality and performance trends and communicate to Manager
Providing feedback to supervisor and manager
Draw an overall or individualized training and development plan that addresses needs and expectationsCompleting audits on internal call quality report or client systems
Provide relevant and timely information to immediate management and peers.
Skills and Requirements
Strong verbal and written communication skills, including spelling and grammar
Excellent organizational and time management skills
Ability to make fair and consistent judgments and decisions
Ability to multi-task under high-pressure situations
Ability to solve problems and offer suggestions in a positive and developmental manner
Ability to listen attentively to use customer information to analyze and score CSRs
Ability to perform basic mathematical functions to ensure scoring accuracy
Join our growing team today!
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