ONLY CANDIDATES WITH 80% ENGLISH LEVEL OR BETTER WILL BE CONSIDERED
The Role
The QA Specialist will listen to pre-recorded calls and score each agent's interaction with our customers. QA’s will be expected to meet daily performance targets and quality standards based on established call center metrics and benchmarks.
Daily Duties and Responsibilities:
- Complete daily quality audits assignment.
- Provide feedback and coaching to care representatives.
- Complete refreshers from the processes.
- Report QA performance for the assigned team.
- Review disputes.
- Participate in the support meetings.
- Propose strategies to improve the call management of the agents.
- Any other assigned by the leader.
Qualifications and Experience
- Previous Quality Assurance experience
- Strong excel management
- Sharp attention to detail
- Strong analytical skills and Judgment
- Good time management
- Excellent verbal and written communication skills
- Ability to remain focused and productive each day though tasks may be repetitive
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- Must be versátil working different hours as per business needs.
- Able to work under pressure to meet deadlines.