Quality Assurance Officer

1. Call monitoring to ensure agents are interacting with customers in accordance to company guidelines while solving the client’s needs 2. Agent engagement through conducting training, coaching and mentorship programs . 3. Assist in the preparation of QA documents and distribution to call center agents. 4. Conducting call audits to determine areas of improvement and monitoring agents performance as per the QA metrics. 5. Plan and schedule QA training,one on one coaching and calibration sessions. 6. Assess agents monthly performance by working closely under the supervision of the QA manager. 7. Improving overall call center efficiency through constant improvement of agent’s behaviors, sales performance and customer experience through training. 7. Compliance monitoring 8. Attend and actively participate in QA meetings. 9. Provide weekly reports to the QA Manager on call audits and provide recommendations.

- 1 year and above experience as a QA in a busy outbound call center - Proficiency in Excel, G-suite, emailing and powerpoint presentation - Excellent data collection and analysis skills - Excellent interpersonal skills - Degree or diploma in any field