WOWHELLO Outsourcing Solution

Quality Assurance Specialist

Open Post : 1
Full Time

Job Description 

  • Call monitoring and evaluation: You will be responsible for monitoring and evaluating the quality of calls handled by agents, including adherence to scripts and protocols, accuracy of information, and overall customer service. This may involve listening to recorded calls, conducting live call observations, and providing feedback and coaching to agents.
  • Compliance and regulatory requirements: You will need to ensure that agents are following all relevant legal and regulatory requirements, such as those related to data protection, privacy, and financial services.
  • Customer satisfaction and experience: Your job will involve ensuring that the customers are satisfied with the service they receive from agents. This may include conducting customer surveys, analyzing feedback, and identifying areas for improvement in customer service.
  • Process improvement: You will be responsible for identifying areas where processes can be improved to increase efficiency and reduce errors. This may involve analyzing data, identifying trends, and making recommendations to management.
  • Training and development: You will need to work with agents and management to identify areas where additional training and development is needed to improve performance.

 

Some possible KPIs for a QA position in a call center outsourcing company include:

  1. Call quality scores: This measures the quality of calls handled by agents, based on pre-defined criteria such as adherence to scripts and protocols, accuracy of information, and overall customer service.
  2. Compliance scores: This measures the degree to which agents are following all relevant legal and regulatory requirements.
  3. Customer satisfaction scores: This measures the degree to which customers are satisfied with the service they receive from agents.
  4. Process improvement initiatives: This measures the effectiveness of process improvement initiatives that have been implemented, based on metrics such as efficiency, error reduction, and cost savings.
  5. Training and development metrics: This measures the effectiveness of training and development initiatives that have been implemented, based on metrics such as performance improvement, customer satisfaction, and call quality scores.