Quality Assurance Associate
Talentum
Panama
hace 18 días

Funciones :

Responsible for auditing calls.

Requirements :

  • Minimum 1- 2 years of experience as Quality Assurance Associate
  • Studies in Business, Administration, Customer Service, Sales or similar
  • Fluent English (Written and Spoken)
  • Responsibilities :

  • Conducts daily quality reviews on pre-recorded calls / chats of Agents on designated team
  • Monitors live phone calls / chats and recorded calls of Agents utilizing chat / call monitoring systems
  • Communicates the results of all quality revies in the form of management reports
  • Drives quality improvement within the call center, thruogh exceptional customer contact accuracy
  • Provides appropriate coaching based on call monitoring results
  • Analyze and develop improvement plans
  • Competencies :

  • Ability to work in teams
  • Excellent communication and writing skills
  • Resposible and organized
  • Proficient with Microsoft Office
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