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Quality Control Specialist
3 weeks ago
The Role: Quality Assurance Specialist – Call Center
We are looking for a dedicated Quality Assurance Specialist to join our team. As a Quality Assurance Specialist, you will be responsible for ensuring the quality of our call center operations.
Your key responsibilities will include reviewing the quality of work performed by agents, identifying training needs for sales teams, and providing feedback to call center team leaders and managers.
You will work closely with the QA Manager to anticipate training needs assessments, client requirements, and commencement of plans. You will also track the performance of employees to identify trends and ensure they meet sales and performance goals.
You will ensure that call center employees provide complete and accurate information to callers.
Key Responsibilities:- Review the quality of work performed by agents.
- Identify training needs for sales teams.
- Provide feedback to call center team leaders and managers.
- Work closely with the QA Manager to anticipate training needs assessments, client requirements, and commencement of plans.
- Track the performance of employees to identify trends and ensure they meet sales and performance goals.
- Ensure that call center employees provide complete and accurate information to callers.
- Effective listening and problem-solving skills.
- Excellent communication and presentation skills.
- Prior experience in outbound call center is required.
- Proven ability to manage multiple responsibilities with a high attention to detail and professionalism.
- Excellent proficiency in MS-Excel (Stats/Graphs/VLOOKUP).
- Exceptional listening and analytical skills.
