Ensures that the QA team meets the standards for monitoring in an objective fashion on all customer contact points (web, voice, e-mail, chat, SMS)
Monitors each team member’s KPI’s, incorporating personal observations, and use this data in coaching and counselling sessions toward improving performance and for development of team members.
Designs and implements reports to establish patterns and trends of quality issues as they may arise.
Able to provide a quantifiable data to all quality judgments that are made.
Conducts client presentations and lead calibration sessions.
Responsible in maintaining all QA documents and artifacts related to internal and external audits.
Qualifications
College degree, preferably in Management, Marketing, Psychology, or related fields
2 years minimum call center and call monitoring experience