Quality Assurance Executive
2 days ago
Qualifications & experience
- Familiar with VLOOKUP, pivot table and formula
Tasks & responsibilities
- Performs call monitoring and provides trend data, quality reports, and feedback to the Head of QC.
- Reviews and provides trend data, quality reports, and feedback to the Head of QC.
- Participates in design of call / email monitoring formats and quality standards.
- Uses a quality monitoring data management system to compile and track performance at team and individual level.
- Participates in listening programs to identify customer needs and expectations.
- Provides actionable data to various internal support groups as needed.
- Coordinates and facilitates call calibration sessions for agents.
- Perform other duties as assigned
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