Quality Assurance Specialist for Call Centres

Quality Assurance Specialist for Call Centres:

Quality Assurance Specialist for Call Centres As an integral member of the Contact Center support operations team, you will collaborate closely with internal stakeholders to ensure quality and target execution, encompassing script adherence and optimization, among other things. You may assist us in making sure our patients are receiving the best care and customer experience possible by participating in live contact evaluation. It is imperative to possess the ability to provide effective feedback in real-time and after interactions, utilizing the outcomes to promote proactive improvement. Click here

Details:

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Responsibilities:

In charge of keeping an eye on and rating multichannel employees’ work processes and quality in relation to established benchmarks.

Help in the creation, evaluation, and dissemination of synopses, conclusions, and recaps.

Keep yourself knowledgeable about contact centre policies and procedures for all aspects of operation.

Help establish new procedures as needed, and when changes arise, update the ones that already exist.

Contribute to the creation and maintenance of staff resource items, such as processes, matrices, infographics, and quick reference guides.

Carry out real-time agent observation tasks and deliver real-time coaching to ensure quality control.

Meet all requirements set forth for this role, including but not limited to surpassing KPI metrics and Agent quality benchmarks.

Agent activity, schedule adherence, and productivity should all be tracked and reported on, with daily, weekly, and monthly findings being sent in.

As a team player, make sure that Contact Centre tasks are current and notify task owners of any updates that are required.

When reviewing for leadership, conduct research, analyse, find, and assess data from tasks allocated to you in order to assess current and future trends and problems.

Carry out any additional tasks that the leadership may designate.

Qualification:

Graduation

Category:

Private

Job Location:

Northbrook, IL 60062 USA

Job type:

Full- time

Pay Range:

Decided in interview

Note:

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