Job Over- View:

Quality Assurance Lead ensure that agents provide quality service in line with organizational objectives. Optimized quality assurance will increase agents' efficiency through behaviour modification, enhance quality service to customers and improve close rates.

Duties:
•Participates in design of call monitoring formats and quality standards.
•Performs call monitoring and provides trend data to site management team.
•Uses quality monitoring data management system to compile and track performance at team and individual level.
•Performs monitors of customer care email responses.
•Participates in customer and client listening programs to identify customer needs and expectations.
•Provides actionable data to various internal support groups as needed.
•Coordinates and facilitates call calibration sessions for call center staff.
•Provides feedback to call center team leaders and managers.
•Prepares and analyzes internal and external quality reports for management staff review.
•Perform other duties as assigned.

Knowledge , Skill Set & Qualification Required:
•5-7 years Call Center and BPO experience is essential
•Bachelor Degree a plus
•Excellent verbal, written and interpersonal communication skills;
•Outstanding customer service skills and dedication to providing exceptional customer care;
•Must be self-motivator and self-starter;
•Focus on quality and customer service;
•Exceptional listening and analytical skills;
•Solid time management skills;
•Must be able to effectively deal with people at all levels inside and outside of the Company;
•Creative ability & writing proficiency;
•Ability to multitask and successfully operate in a fast paced, team environment;
•Must adapt well to change and successfully set and adjust priorities as needed;
•Must be proficient with Microsoft Office (intermediate Word, basic Excel);

N.B. BPO or Call Centre Experience is essential