Job Description
Key Responsibilities
Monitoring & Evaluation: Listen to calls, review chats/emails, and score interactions based on quality scorecards for compliance, accuracy, and customer experience.
Feedback & Coaching: Deliver actionable, constructive feedback to agents, conduct one-on-one coaching sessions, and help develop training plans.
Reporting & Analysis: Prepare reports on agent/team performance, analyze trends, identify root causes of issues, and track Key Performance Indicators (KPIs).
Process Improvement: Collaborate with team leaders and management to refine processes, update SOPs, and implement strategies to boost service quality.
Calibration: Participate in calibration sessions to ensure consistency in evaluation standards across the team.
Training Support: Identify training needs and assist in developing and delivering training programs.
Essential Skills & Qualifications
Strong communication and coaching skills.
Analytical skills to interpret data and metrics.
Knowledge of call center KPIs (CSAT, AHT, FCR).
Problem-solving and goal-setting abilities.
Customer-centric mindset.
You must have:
experience in quality or any similar tasks
call Center for any GSM/telecom industry
English level B2
