Job Description: 

This position requires you to participate in listening and monitoring daily calls to identify customer needs and expectations. Monitor the effectiveness and quality of calls in order to determine agent’s weaknesses in performance and establish solutions to improve compliance with company’s quality systems.

Responsibilities/Roles: 

• Perform live call monitoring and provide trend data to the management
• Perform daily evaluations of customer interacting departments
• Participate in all QA meetings, training and workshops to be aligned with the team and better understand the updates and processes
• Making and sharing daily productivity reports
• Participate and coordinate in calibration sessions
• Call Scoring according to call evaluation
• Provides feedback to Sales reps, team leaders, and managers
• Conduct feedback and training sessions for reps
• Resolve any disputes filed by reps, TLs, and/or Managers
• Prepares and analyses internal and external quality reports for management staff review
• Perform any and all other duties as assigned
• Achieve all daily and monthly KPIs

Qualifications/Requirements

• Ability to work night shifts
• Minimum of 2 years’ experience within a call center environment as a Team Lead/Supervisor or QA Analyst 
• Excellent verbal, written, and interpersonal communication skills
• Excellent proficiency in MS-Excel (Stats/Graphs) 
• Exceptional listening and analytical skills