Key
Responsibilities:
- Call Monitoring & Evaluation: Assess 80-100 calls per day for compliance with regulatory standards, customer service quality, and sales effectiveness.
- Coaching & Feedback: Provide real-time coaching and feedback to agents when required, ensuring they understand performance gaps and areas for improvement.
- Effective Communication: Engage with team leaders and management to discuss quality trends, agent performance, and action plans.
- QA Tracker Maintenance: Keep the QA tracker updated daily with accurate call assessments, feedback logs, and performance insights.
- Reporting & Insights: Identify trends, common issues, and training needs based on QA assessments and provide structured reports.
- Process Improvement: Collaborate with the QA and Operations teams to recommend process enhancements that improve agent performance and customer experience.
Qualifications & Experience:
- Experience: 2-3 years in a Quality Assessor, Compliance, or Call Monitoring role within a BPO Sales environment.
- Software Proficiency: Experience with QA monitoring tools, CRM systems, and reporting dashboards.
Quality Analyst position available in Western Cape, Western Cape. This job position was posted by Kinesis Holdings. The job has been posted as a char8000 ad on 2025-02-19 at 01:28:19 in the Sales Marketing category
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