Call Center Quality Assurance, Senior
MY-Penang
APAC
Req #: 108707
Type: Employee|Employee|Regular Full-time
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Overview: Sets the quality standards and measures performance for incoming and outgoing calls/emails of Support Center agents. Responsibilities: * Sets the quality standards and measures performance for incoming and outgoing calls/emails of Support Center agents * Manages quality monitoring data management system to compile and track performance at team and individual levels * Performs call monitoring to identify agent training needs * Manages customer and client listening programs to identify trends in customer needs and expectations * Analyzes and prepares internal and external quality reports for management staff review * Analyzes and provides actionable data to various internal support groups as needed * Participates in design of call monitoring formats and quality standards * Facilitates call calibration sessions for call center staff * Provides improvement strategies and recommendations to call center team leaders and managers * Works collaboratively with stakeholder to support quality product governance activities Qualifications: * Bachelor's degree * 5-8 years of experience or an advanced degree and equivalent experience * Excellent oral, written and interpersonal communication skills * Exceptional listening and analytical skills * Intermediate level of knowledge or expertise with PC hardware and software (Microsoft Word, PowerPoint and Excel) * Intermediate to advance level of knowledge with internet technology * Strong knowledge of customer care processes and techniques * Demonstrate ability to work well in a team environment * Dedication to providing exceptional customer service
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