ADZ BIZTELSUPPORT MARKETING
QUALITY ASSURANCE SPECIALIST
Tasks and Responsibilities:
– Monitor Agent’s call and review emails for accuracy of information and call handling standards.
– Deliver coaching feedback to agents on call ans email performance.
– Provide the Business and Operation Head and Team Leader with regular performance feedback on the agents.
– Prepares and analyzes quality reports for Management review.
– Participates in the design of quality monitoring forms ans quality standards.
– Responsible for monitoring and documenting Agent’s call quality.
– Evaluates both verbal and written customer contact by agents.
– Able to work extended hours when required.
Qualifications:
– College Graduate or College Level
– Minimum 1-2 year experience in a call center customer service environment
– Experience in a Quality Assurance Role
– Effective feedback and coaching skills
– Excellent oral and written communications
– Strong interpersonal skills / Performance-oriented
– Ability to manage time effectively and meet deadlines and requirements accordingly
– PC and software skills- functional knowledge of excel, access and word required
Email: HR@biztelsupport.com
